Operations Team Lead

Admin/Operations
Lagos
May 26, 2026
Full Time
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Job Description

As the Operations Lead, you are the strategic architect and execution driver behind the Company’s end-to-end payments operations. You will oversee the entire operations team; reconciliation & settlement and dispute resolution;  transforming tactical workflows into a seamless, scalable engine that powers revenue growth and customer delight.

Key responsibilities

Strategic Operations Leadershi

  • Define and articulate the operations vision, aligning team-lead roadmaps to corporate objectives (e.g., 50% market-share growth by 2025).
  • Own the annual operations budget: optimize headcount, vendor spend, and technology investments to achieve cost-per-transaction targets.

Cross-Functional Governance

  • Convene a weekly “Operations Council” with team leads and key stakeholders (Product, Tech, Risk, Finance) to review performance, unblock roadblocks, and prioritize critical initiatives.
  • Establish clear RACI frameworks and escalation matrices; ensuring 100% of high-severity incidents are resolved per SLA without finger-pointing.

Performance Management & Continuous Improvement

  • Champion Lean Six Sigma principles: drive at least two Kaizen projects per quarter to eliminate waste, reduce cycle times, and improve quality.
  • Implement an operations scorecard (balanced across speed, quality, cost, and innovation) and lead monthly performance deep-dives.

Risk & Compliance Oversight

  • Ensure all operations adhere to CBN, PCI-DSS, and global regulatory mandates; maintain zero critical audit findings.
  • Partner with Risk & Compliance to monitor control-effectiveness indicators and swiftly remediate any gaps.

Technology & Automation Strategy

  • Shape the automation roadmap: prioritize RPA, AI/ML, and API integrations that deliver ≥ 30% manual-effort reduction year-over-year.
  • Collaborate with IT and Product to pilot emerging technologies and seamlessly integrate them into operations.

Talent Development & Cultur

  • Recruit, mentor, and retain high-caliber operations talent; maintain an engagement score ≥ 85% and voluntary attrition ≤ 10%.
  • Foster a culture of accountability, data-driven decision-making, and relentless customer obsession.

Core Competencies & Requirements

  • Strategic Vision & Execution: Proven ability to translate high-level strategy into tactical roadmaps and measurable deliverables.
  • Data & Analytics Mindset: Expert in KPI-driven management, comfortable with BI tools (Power BI, Tableau), SQL, and advanced Excel modeling.
  • Operational Excellence: Deep familiarity with Lean Six Sigma, ITIL/ISO 20000 frameworks, and large-scale process standardization.
  • Leadership & Influence: Exceptional at leading multi-disciplinary teams, fostering psychological safety, and driving cross-functional alignment.
  • Regulatory & Risk Acumen: In-depth knowledge of CBN regulations, PCI-DSS standards, and global payment-network controls.
  • Technology Savvy: Track record architecting automation roadmaps, integrating RPA/AI solutions, and managing vendor ecosystems.
  • Communication & Stakeholder Management: Superior written and verbal skills, adept at C-suite presentations and negotiating with banking partners.
  • Adaptability & Resilience: Thrive in fast-paced environments; adept at crisis management and course corrections under pressure.

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