Service Center Operations Manager

About Moniepoint

Moniepoint Inc. is Africa’s all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, cross-border, and business management tools each month. As Nigeria’s largest merchant acquirer, we power most of the country’s point-of-sale (POS) transactions and process over $250 billion in digital payment transaction value annually.

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 Responsibilities

• Multi-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.

Qualifications

• Education & 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.

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.

What we can offer you:

• Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
• Learning: We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
• Compensation: You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.

What to expect in the hiring process:

• A preliminary phone call with the Recruiter
• An interview with the hiring team
• An interview with the Hiring Manager

Moniepoint is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.