Operations Manager

Role Overview

We are seeking an experienced and proactive Operations Manager to oversee and optimize daily operational activities across our fintech business. The role will be responsible for transaction operations, settlement and reconciliation oversight, customer service coordination, compliance support, operational reporting, and process improvement.

The ideal candidate will bring strong leadership, analytical, and problem-solving skills, with the ability to manage operational teams, strengthen internal controls, resolve complex issues, and drive efficiency in a fast-paced fintech environment. They will work closely with cross-functional teams and external partners to ensure reliable service delivery and alignment with business objectives.

Key ResponsibilitiesOperations Management & Oversight

• Oversee daily operational activities across the company’s products and services, ensuring efficient execution and service continuity.
• Establish operational priorities, allocate resources, and monitor team performance against agreed targets and service-level agreements (SLAs).
• Develop, implement, and maintain operational policies, procedures, controls, and workflows.
• Identify operational risks, service gaps, and bottlenecks, and implement appropriate corrective actions.
• Lead, coach, and support operations team members, promoting accountability, collaboration, and continuous improvement.

Transaction Operations & Settlement

• Oversee transaction processing, monitoring, reconciliation, and settlement activities across the company’s products and services.
• Ensure timely and accurate tracking of transaction inflows, outflows, and settlements.
• Manage escalated transaction issues, exceptions, failed transactions, delays, and operational disputes, coordinating resolution with relevant teams and partners.
• Strengthen transaction controls and reconciliation processes to reduce errors, losses, and processing delays.
• Monitor transaction performance and operational risks, escalating material issues and recommending appropriate interventions.

Customer Support & Service Operations

• Coordinate with the Customer Success team to ensure timely and effective resolution of customer issues and operational escalations.
• Oversee operational support processes relating to customer account updates, verification requests, and service inquiries.
• Monitor service quality, ticket resolution, and SLA performance, identifying areas for improvement.
• Establish effective escalation procedures and ensure consistent customer service standards across operational touchpoints.
• Collaborate with relevant teams to address recurring customer issues and improve service delivery.

Compliance & Risk Management

• Oversee operational adherence to internal policies, procedures, and applicable regulatory requirements.
• Coordinate with Compliance on KYC, customer due diligence, transaction monitoring, and the escalation of suspicious or unusual activities.
• Ensure operational controls are documented, consistently applied, and reviewed for effectiveness.
• Support internal and external audits by maintaining accurate records, evidence, and operational documentation.
• Identify and mitigate operational risks, ensuring issues are reported and addressed promptly.

Reporting & Performance Management

• Oversee the preparation and review of daily, weekly, and monthly operational reports.
• Monitor key operational indicators, including transaction volumes, settlement timelines, reconciliation exceptions, service levels, and resolution rates.
• Analyze performance trends, identify recurring issues, and provide actionable recommendations to senior management.
• Maintain accurate operational records and ensure reporting processes support effective decision-making.
• Develop dashboards and performance tracking processes to improve visibility, accountability, and operational planning.

Process Improvement & Operational Strategy

• Evaluate existing workflows and identify opportunities to improve efficiency, accuracy, scalability, and cost-effectiveness.
• Lead process improvement initiatives, including workflow redesign, automation, and implementation of operational tools and systems.
• Develop and maintain standard operating procedures (SOPs), process documentation, and operational control frameworks.
• Support the launch and integration of new products, services, and operational capabilities.
• Contribute to operational planning and strategic initiatives aligned with the company’s growth objectives.

Cross-Functional & Partner Coordination

• Work closely with Customer Success, Compliance, Finance, Product, and Technology teams to ensure seamless operational execution.
• Coordinate with banking, payment, and other external partners on transaction processing, settlement, service issues, and operational requirements.
• Represent Operations in cross-functional projects, providing operational input on product launches, system changes, and business initiatives.
• Communicate operational priorities, risks, performance updates, and improvement plans to relevant stakeholders.
• Build effective working relationships across teams and external partners to support business continuity and service quality.

Requirements

• Bachelor’s degree in Business Administration, Finance, Economics, Operations Management, or a related field.
• 4–6 years of experience in Operations, preferably within fintech, banking, payments, or financial services, with demonstrated experience leading or supervising teams.
• Strong understanding of transaction processing, payment operations, settlements, reconciliations, and operational controls.
• Experience managing operational workflows, performance metrics, service-level agreements, and process improvement initiatives.
• Knowledge of KYC, customer due diligence, transaction monitoring, and relevant financial services compliance requirements.
• Proven ability to lead teams, manage competing priorities, resolve escalated issues, and deliver against operational targets.
• Strong analytical, problem-solving, decision-making, and reporting skills.
• Proficiency in Microsoft Excel, Google Sheets, and operational reporting tools.
• Excellent written and verbal communication skills, with the ability to engage effectively with internal stakeholders and external partners.
• Ability to work independently, exercise sound judgment, and adapt to changing business needs in a fast-paced environment.
• Experience with process automation, operational systems implementation, or scaling fintech operations is an added advantage.

Key Competencies

• Operational Leadership
• Strategic and Analytical Thinking
• Transaction & Settlement Oversight
• Risk Awareness and Internal Controls
• Process Improvement and Operational Excellence
• Performance Management
• Decision-Making and Problem-Solving
• Accountability and Ownership
• Stakeholder and Partner Management
• Communication and Collaboration
• Customer-Centric Mindset
• Adaptability and Initiative

Pay: From ₦550,000.00 per month

Work Location: Hybrid remote in Lagos