Operations Associate

Job Title: Operations Associate

(2-3 years of experience)

Role Overview

The Operations Associate will play a key role in ensuring the smooth execution of daily operational activities, transaction processing, customer support coordination, compliance checks, reporting, and process improvement initiatives. The ideal candidate is analytical, organized, and capable of working in a fast-paced fintech environment.

Key Responsibilities

Transaction Operations

• Monitor and process customer transactions across all products and services.
• Track inflows and outflows to ensure timely processing and settlement.
• Investigate and resolve transaction-related issues and escalations.
• Reconcile transactions and maintain accurate operational records.
• Escalate exceptions, delays, and operational risks promptly.

Customer Support & Service Operations

• Collaborate with the Customer Success team to ensure timely resolution of customer issues.
• Assist in managing customer account updates, verification requests, and operational inquiries.
• Monitor support tickets and ensure adherence to service level agreements (SLAs).
• Maintain high standards of customer experience across all operational touchpoints.

Compliance & Risk Management

• Support customer verification (KYC) and due diligence processes.
• Monitor transactions for unusual activities and escalate potential compliance concerns.
• Ensure operational activities comply with internal policies and regulatory requirements.
• Assist with audit preparation and compliance documentation.

Operational Reporting

• Prepare daily, weekly, and monthly operational reports.
• Maintain accurate records of transactions, settlements, reconciliations, and escalations.
• Track operational metrics and identify trends requiring management attention.
• Support data analysis and reporting for decision-making.

Process Improvement

• Document and maintain operational procedures and workflows.
• Identify operational bottlenecks and recommend improvements.
• Participate in process automation and efficiency initiatives.
• Support implementation of new operational tools and systems.

Cross-Functional Collaboration

• Work closely with Customer Success, Compliance, Finance, Product, and Technology teams.
• Coordinate with banking and payment partners when required.
• Support operational projects and strategic initiatives as assigned.

Requirements

• Bachelor's degree in Business Administration, Finance, Economics, Operations Management, or a related field.
• 1–3 years of experience in Operations, Customer Support, Banking, Fintech, or a related role.
• Strong attention to detail and analytical skills.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Excel, Google Sheets, and reporting tools.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Strong problem-solving and critical-thinking abilities.
• Knowledge of fintech operations, payments, foreign exchange, or financial services is an added advantage.

Key Competencies

• Attention to Detail
• Operational Excellence
• Accountability
• Time Management
• Communication Skills
• Customer-Centric Mindset
• Analytical Thinking
• Team Collaboration
• Adaptability and Initiative

If you are eager to build practical experience in Customer Success and gain exposure to the fintech industry, we’d love to hear from you.

Job Type: Full-time

Pay: From ₦311,295.06 per month

Work Location: Hybrid remote in Lagos