Head of Operations – Microfinance Bank

About the role

The Head of Operations will lead the efficient, secure and compliant management of branch and back‑office functions for a newly acquired micro‑finance bank in Enugu. Reporting to the MD/CEO, the role balances day‑to‑day operational excellence with the strategic build‑out required for a future National MFB licence.

Key responsibilities

• Provide direct oversight of all branches, ensuring adherence to CBN‑approved procedures and internal controls.
• Develop and enforce standardized SOPs and branch operations manuals.
• Manage back‑office functions such as payments, loan disbursements, account maintenance, reconciliations, vault management and cash‑in‑transit.
• Lead operational readiness for new branch openings, covering premises, equipment, staffing, systems and licensing.
• Set service quality standards across branch, phone and digital channels in line with the CBN Consumer Protection Framework.
• Oversee the formal complaints handling process and ensure timely resolution.
• Ensure KYC/CDD, BVN/NIN verification and onboarding processes are compliant and scalable.
• Maintain day‑to‑day availability and performance of the core banking application, managing relationships with the CBS vendor and IT service providers.
• Develop a technology scalability roadmap aligned with branch expansion and licensing goals.
• Supervise digital channels (mobile banking, USSD, agency banking, ATM/POS) with focus on security, availability and fraud monitoring.

Required profile

• Senior‑level professional with at least 7 years (84 months) of experience in banking or micro‑finance operations.
• Proven track record of managing multi‑branch networks and back‑office functions.
• Strong knowledge of CBN regulations, KYC/CDD requirements and licensing processes.
• Ability to work closely with senior leadership (MD/CEO, CFO, Risk & Compliance Officer).

Required skills

• Core Banking System (CBS) management
• Digital banking platforms
• USSD and ATM/POS system oversight
• Vendor relationship management for technology providers

What we offer

• Competitive monthly net salary of N1.2M – N1.8M
• Opportunity to shape operational strategy for a fast‑growing bank
• Leadership role with direct influence on national licensing ambitions