Service Center Operations Manager at Moniepoint Incorporated – Lagos

Moniepoint Incorporated is hiring a Service Center Operations Manager in Lagos to oversee the performance, customer experience and commercial results of multiple service centres.

Operational leadership

• Standardise service-centre processes, branch presentation and customer-service expectations across the assigned network.
• Review workflows, reduce bottlenecks and apply continuous-improvement methods to improve efficiency and waiting times.
• Perform operations and compliance audits, maintaining appropriate CBN, cash-handling and internal-control standards.
• Oversee regional budgets, profitability, facilities, security, cash-in-transit and vendor performance.

Performance, customer experience and people

• Monitor branch revenue, operating expenses, customer volumes, transaction success and performance dashboards.
• Prepare regional reports for executive leaders identifying results, risks, opportunities and budget variances.
• Improve service quality, NPS and customer satisfaction; coordinate customer and staff product feedback with central teams.
• Encourage adoption of digital and self-service channels and support underperforming centres with operational improvements.
• Coach branch managers, plan staff deployment and develop leadership succession arrangements.

Requirements

• Bachelor’s degree in Finance, Business Administration or Operations Management; an MBA, PMP or Six Sigma qualification is desirable.
• At least five years’ banking operations experience, including three years supervising multiple branches or sites.
• Experience in a banking environment is required; retail, FMCG or fintech exposure is an advantage.
• Strong competence in P&L management, financial analysis, budgets and performance reporting.
• Proficiency in Excel, Power BI, Tableau or comparable analysis tools, plus strategic planning and change-management skills.