BRIEF DESCRIPTIONThe Service Center Operations Manager at Moniepoint Incorporated is responsible for overseeing the performance and operations of multiple service centers, ensuring compliance with regulations, optimizing processes, managing financial performance, and enhancing customer experience. The role requires a strategic thinker with a strong background in banking operations and experience in managing multiple branches.
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Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale.
We are recruiting to fill the position below:
Job Title: Service Center Operations Manager
Location: Lagos
What We Are Looking For
We are looking for a strategic Service Centre Manager to oversee the performance and operations of a designated group of Service Centres.
Key ResponsibilitiesMulti-Site Operational Oversight & Strategy:
Network Standardization: Ensure all branches in the region adhere to the "Experience Center" operating model, maintaining consistency in aesthetics, service speed, and brand representation.
Process Optimization: Continuously review operational workflows across branches to remove bottlenecks. Implement "Lean" methodologies to reduce wait times and improve staff utility.
Compliance & Risk: Conduct regular operational audits across the region to ensure strict adherence to CBN regulations, cash handling limits, and internal controls.
Brand standards and Operational SOP adherence frameworks
P&L Management & Financial Performance:Profitability Ownership: Take full ownership of the Regional P&L. Monitor branch-level revenues against Operating Expenses (OpEx) to maximize Net Operating Income (NOI).
Cost Control: Manage administrative budgets across the cluster, optimizing spend on facilities, security, cash-in-transit (CIT), and utilities without compromising the customer experience.
Growth Support: Collaborate with sales leadership to identify underperforming locations and deploy operational interventions to boost transaction volume and account opening.
Data Analytics & Reporting:Performance Dashboards: Monitor daily, weekly, and monthly operational data (wait times, footfall, transaction success rates, cross-sell ratios).
Insight-Led Action: Use data to predict staffing needs (capacity planning) and identify trends.
Reporting: Present consolidated regional performance reports to Executive Leadership, highlighting risks, opportunities, and P&L variances.
Product Adoption & Customer Experience:Feedback Loop: Act as the primary funnel for product feedback. Gather insights from branch staff and customers regarding Moniepoint’s apps/terminals and relay them to HQ Product Managers.
CX Standardization: Monitor Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) across the region. intervene immediately in branches showing a decline in service quality.
Tech Enablement: Ensure branch staff are effectively migrating customers to digital channels (Self-service adoption), reducing the cost-to-serve per customer.
Administration & Talent Management:Leadership Development: Mentor individual Branch Managers. create succession plans and identify high-potential talent within the region.
Resource Allocation: Dynamically move staff or resources between branches based on volume spikes or leave requirements.
Facility Governance: oversee facility contracts and vendor performance (security, cleaning, maintenance) for the entire region to ensure economies of scale and quality.
Key Performance Indicators (KPIs)
Regional P&L: Achievement of revenue targets vs. OpEx budget.
Operational Efficiency: Reduction in average customer wait times and error rates across the cluster.
Digital Migration: % of branch customers successfully converted to self-service/digital channels.
QualificationsEducation & Experience:Education: Bachelor’s Degree in Finance, Business Administration, or Operations Management. (MBA or professional certification like PMP/Six Sigma is strongly desired).
Experience: Minimum of 5+ years in Banking Operations, with at least 3 years managing multiple branches/sites (Area Manager or Cluster Manager level).
Industry Background: Experience in a Bank Outfit is mandatory for operational rigor, but exposure to Retail/FMCG or Fintech operations is a strong plus.
Skills & Competencies:Financial Acumen: Strong ability to read, analyze, and manage P&L statements, budgets, and variance reports.
Data Literacy: Proficiency in data analysis tools (Excel, Power BI, Tableau). Ability to interpret complex data sets to drive decision-making.
Strategic Thinking: Ability to move beyond day-to-day issues to planning quarterly and annual operational strategies.
Change Management: Experience leading teams through technological changes or process re-engineering.
Application Closing DateNot Specified.
How to Apply
Interested and qualified candidates should:Click Apply Now button to apply
How To Apply
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Note: Only shortlisted candidates are contacted.
