Head of Operations
Job Description
End-to-End Operations & Distribution: Lead daily service delivery, process improvements, first-line operational controls, and customer experience across physical branches, agent networks, contact centers, and digital channels. Product Rollout & Commercial Execution: Direct the operational readiness, market launch, and stabilization of new products/services, while driving frontline sales productivity, customer acquisition, and distribution expansion. Team Leadership & Regulatory Governance: Lead and scale large, distributed teams; enforce operational discipline and performance accountability; and partner with Compliance, Risk, Product, and Technology units to ensure full regulatory adherence.
Benefits
- Senior Executive employment package implied
Education & Experience
Education
Relevant undergraduate degree in Commerce, Business, Finance, Operations, Engineering, or related field; MBA or equivalent postgraduate qualification is advantageous.
Experience Level
Significant senior operational leadership experience within financial services, remittances, microfinance, mobile money, or retail banking; proven track record of launching and stabilizing new products into live operating environments; extensive experience managing large, multi-channel distributed teams (branches, agent networks, contact centers, and digital platforms); demonstrated background leading frontline sales delivery within an operational role; strong experience operating in strict regulatory environments and working alongside Compliance and Risk teams.
Additional Information
Remittances, Microfinance, Mobile Money, or Retail Banking background is critical. Managing both operational delivery and frontline sales execution simultaneously.