Head of Bank Operations at Workforce Group

Workforce Group is a Management Consulting and Outsourcing Professional Services Firm. Following its inception in July 2004, Workforce Management Centre Limited (Workforce) has built an enviable reputation as the leading indigenous management and professional services consulting firm in Nigeria. Drawing from its Deep Domain Expertise, in the area of organizational effectiveness and employee performance, the Company is positioned to assist businesses across diverse sectors of the economy in their quest to create sustainable value for their stakeholders.

We are recruiting to fill the position below:

Job Title: Head of Bank Operations

Location: Lagos
Employment Type: Full-time

Purpose of the Job 

• The Head of Bank Operations is responsible for customer relationship. The role is responsible to define customer relationship strategy, design processes, facilitate support for internal and external fintech customer, Agents & Merchants and ensure adherence to SLAs, define tools needed for Back-office staff to achieve the objectives. 

Key Deliverables
The Head of Bank Operations is accountable to achieve the following objectives

• Manage back-office resources
• Define customer relationship strategy
• Ensure effective implementation of the functional strategy
• Execute complaints and efficient onboarding operations
• Monitor SLAs, process adherence and take necessary corrective actions
• Control execution of shared services contract for call center and social media team
• Deploy first level of control via fraud desk

Strategy Implementation:

• Define and organize the execution of the strategy for customer relationship excellence
• Contribute to strategy definition of the organization
• Align tool and processes with the changing dynamics of the internal and external ecosystem
• Implement best practice for fraud desk and align with internal control and audit

Staff Leadership and Management:
Governance:

• Strategic meetings
• Escalations
• Define and execute projects to achieve objectives of function
• Performance

Reporting:
Operational Delivery:

• Strategy & Analytics, Budgeting, data and Reporting
• Training and Agents, customer, Merchants Support Operations
• Call center operations
• Fraud, Quality and Processes
• Back-office operations

Managerial/ Supervisory Responsibilities:

• Accountable for morale, performance and development of the function’s human capital
• Cascade and socialize wok structure processes to enable adoption by the team
• Coach and monitor direct reports
• Ensure assigned team is led, motivated, and rewarded to achieve KPAs
• Ensure effective management of diversity among personnel in the function
• Identify staff training and development needs and implement necessary actions, in collaboration with HR

Education

• Degree/Diploma in any related discipline or its equivalent in area of specialization
• Post graduate diploma or certificate in process management is advantageous

Experience:

• Minimum of 10 years in relevant experience in a similar position with at least 3 years in a managerial role
• Experience in fintech, banking or financial services is preferred
• Experience working in a global/multinational enterprise with a good understanding emerging market

Competencies:
Functional Knowledge:

• Knowledge of fintech, payment, e-commerce, banking, microfinance ecosystem
• Back office and customer complaints management processes management
• SLA and query handling
• Incident & complaints management
• Customer relationship management
• Stakeholder relations management
• Project planning, organizing and delivery
• Fraud management

Skills:

• Relationship Management
• Analytical thinking
• process mapping
• Continuous improvement
• Data interpretation
• Delivery focused
• Presentation
• Relationship building.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online