Alan & Grant - Our work is focused on creating innovative HR and Organizational Development Solutions aimed at Performance Improvement & Business Growth. We currently serve clients across various sectors of the Economy from locations in Jos, Port Harcourt and Lagos.
The COO has direct oversight responsibility for all the Company’s Agent operations and retention.
This includes but is not limited to leading and directing the following functions: Agent Operations, Customer Experience, Human Resources & Administration, Business Intelligence & Program Management.
S/he ensures full compliance with the existing policies and procedures of the Company, especially KYC compliance, HR, operational risk management policies and procedures, as well as applicable external regulations.
S/he has management responsibility for the retention of acquired agent networks and operational staff at the Head Office.
S/he works closely and efficiently with various departments at head office.
Duties & Responsibilities
Develop, in collaboration with the CEO, Chief Revenue Officer (CRO), and the Chief Financial Officer (the "CFO "), an annual operating plan that supports the Company’s long-term operations strategy
Assist the CEO in developing and overseeing the long-term execution of the business strategies of the Company as well as oversee the Company’s achievement and maintenance of a satisfactory competitive position within the Super-Agent industry
Keep the CEO fully informed in a timely and candid manner of the conduct of the day-to-day operations of the Company towards the achievement of its established goals and of all material deviations from the goals or objectives and policies established by the Board
Build strong relationships with key external stakeholders, government, suppliers, etc. to ensure correct focus and direction for the Company
Accountable for onboarding of new agents/ aggregators/ outlets and ensuring they are retained in the business
In collaboration with the CEO, CRO & CFO, lead in implementing the strategy of the Company, with a key focus on maximizing market share, retaining agents, ensuring KYC compliance & completeness, and increasing profit by translating strategic objectives into practical plans and goals
Ensure that the strategic planning process highlights existing business issues, making certain that these issues are thoughtfully addressed by the laid-out plans
Support the MD/CEO in articulating and communicating the strategy in such a manner as to ensure cohesion across the Company
Leverage the advantages of bringing together the operational expertise and drive through more efficient ways of working
Review key strategic priorities and translating them into actionable and tangible tactical plans and support the strategic planning process to ensure that this process is timely, focused, and value-adding
Develop mechanisms for key measurements in place to monitor progress and ensure that business change projects are delivered in line with directions from Executive Management level
Coordinate the efforts of the different operational areas under management to ensure minimal duplication of efforts, maximum efficiency and to maximize value for money
Re-balance resources between different areas e.g. reallocating budgets, but within overall approved resources for the year
Contribute to the development of the business unit strategy for the next 2-3 years by providing a view on potential improvements for products or services and an assessment of the existing situation and anticipated changes in the external environment
Analyse the effectiveness of processes and systems in use in general for Company and recommend corrective action or automation
Review performance against balanced scorecard components as prescribed by the Executive Management, discuss gaps, and agree on action plans to close gaps
Benchmark productivity of the department against industry standards and create measures to improve productivity
As requested by the CEO, attend meetings of the Board and its Committees, and present the information necessary or relevant to the Board or such Committee for discharging its duties
Foster a corporate culture that promotes ethical practices, customer focus and service and encourages individual integrity
Maintain a positive and ethical work climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality employees at all levels
Build strong relationships with key stakeholders and peers on Executive Management
Provide clear directions on strategic goals, translating and prioritizing them into business and performance measures
Monitor the adherence to governance and set high standards of professionalism across the Company
Lead, inspire and coach a team of high calibre professionals, create succession to key roles and enhance the Company’s management capability
Ensure that there is an effective succession plan in place for the COO position and other key executives of the Company reporting to the COO
Assist the CEO in establishing an appropriate organizational structure
Evaluate the performance of senior executives of the Corporation reporting to the COO
Perform other functions as may be requested by the CEO or the Board
Developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction
Define and implement standards/procedures for ensuring optimal customer experience
Supervise and oversee the strategy, planning and execution of the organization's overall customer experience goals
Develop and manage the Customer Experience framework, strategizing the consumer process and journey
Oversee Marketing programs that influence the Customer experience through various platforms
Evaluate and analyze the departmental work process to spot opportunities to improve workflow and customer experience
Develop groundbreaking initiatives to create a unique Customer Experience environment for the company's network
Establish and Monitor KPIs related to Customer Experience based on industry standards and measurements
Analyze and implement new programs, tools, and resources to better deliver exceptional customer service
Head the development of both online and offline Customer Experience Projects and collaborate with business owners to create a smooth user experience.
Requirements
Undergraduate Degree in Business, Finance, Economics, Engineering, or Accounting. MSc / MBA is an added advantage.
Minimum of 10+ years of broad and advanced executive experience in commercial bank operations or financial services sector, preferably as COO or Regional Head
Proven record of growth, success building and leading an agile retail banking delivery model, and an inherent understanding of the evolution and disruptors in the financial services industry
Must demonstrate superior practical and conceptual knowledge of emerging banking products and operations, especially in the agent banking segment
Strong business acumen for understanding organizational needs and business strategies
Strong operational knowledge including supporting a service business to be compliant across all areas of its business – financial, legal, HR etc
Strong team leader with experience in co-ordinating a team’s day to day activity, managing multiple priorities and deadlines
Demonstrated an uncanny ability to prioritize key objectives while managing daily tactical requirements
Demonstrated ability to think strategically, anticipate future consequences and trends and incorporate them into the Company’s plan
Excellent communication and leadership skills that foster a strong team environment and create a high-trust culture
Inspire trust and confidence in the business’s leadership and management
Proven track record on interacting with Senior Management in a highly sensitive and collaborative manner to agree to the Company’s strategic direction
Proven ability to clearly convey information and instructions, which will determine the effectiveness with which strategies are executed across the Company
Demonstrate the ability to perform standard analyses such as performance analyses, competitive analyses, market analyses, etc
Extensive experience in the development and implementation of policy
Creativity, and comfort with a “blank sheet of paper” assignments
Track record of successfully delivering change
Demonstrated ability to meet tight deadlines and flexible with enough adaptability to operate in a technical, fast-paced, changing environment
Demonstrated organization skills. Must be comfortable multi-tasking and prioritizing within a high-volume, fast-paced environment
Customer excellence focus and ability to guide and work with Senior Leaders in the company
Highly motivated self-starter and innovative thinker who can adopt cutting edge talent acquisition best practices to meet the business objectives
Capacity Building - ability to effectively build organization and staff capacity, developing a top-notch workforce and the processes that ensure the organization runs smoothly
Exceptionally good analytical skills, and the ability to translate raw information into actionable strategies and initiatives
Take responsibility for own learning and continuous improvement and managing excellent performance results
Drive results through others and achieve hyper-aggressive goals with a sense of urgency
Demonstrated track record as a relationship builder, team player, collaborator, coach and facilitator.