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 (https://moniepoint.com/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.