Head of Operations

Head of Operations at Dunn & Braxton

• We are a team of professionals with a combined experience of over 50 years, dedicated to helping our clients advance their cause.

Head of Operations

• Job Type Full Time
• Qualification BA/BSc/HND , MBA/MSc/MA , Professional Certificate
• Experience 7 - 8 years
• Location Enugu
• Job Field Administration / Facilities
• Salary Range Above ₦1,000,000/month
• The Company is seeking to hire a forward-thinking Head of Operations.
• The successful candidate will be responsible for the efficient, secure, and compliant management of the Bank's branch operations, back-office functions, technology systems, and service delivery.
• This role carries a dual mandate to sustain operational excellence within the current state-licensed MFB framework while simultaneously building the scalable structures, processes, and controls required to support the Bank's planned transition to a National MFB license within five years.
• The role involves working closely with the MD/CEO, CFO, and Risk & Compliance Officer to achieve these strategic objectives.

Key Responsibilities

• Provide direct oversight of all branches, ensuring consistent adherence to CBN-approved operating procedures, service standards, and internal controls.
• Develop and enforce standardized branch operations manuals and SOPs replicable across existing and new branches.
• Oversee all back-office functions including payments, loan disbursements, account maintenance, reconciliations, vault management, and cash-in-transit, ensuring accuracy and full audit trail integrity.
• Manage the operational readiness process for new branch openings, covering premises, equipment, staffing, systems, and CBN branch licensing.
• Set and enforce service quality standards across all customer touchpoints — branch, phone, and digital channels — in line with CBN Consumer Protection Framework requirements.
• Manage the Bank's formal complaints handling process, ensuring all complaints are logged, resolved, and reported within CBN-prescribed timelines.
• Ensure KYC/CDD, BVN/NIN verification, and customer onboarding processes are compliant, efficient, and scalable.
• Oversee the day-to-day availability, performance, and integrity of the core banking application across all branches, managing relationships with the CBS vendor and IT service providers.
• Develop a technology scalability roadmap aligned with branch expansion plans and National MFB license requirements.
• Oversee digital and alternative channels (mobile banking, USSD, agency banking, ATM/POS), ensuring security, availability, and fraud monitoring.
• Collaborate with the Risk & Compliance Officer to embed operational risk practices across all branches, including incident reporting, root-cause analysis, and control gap remediation.
• Implement and monitor maker-checker controls, dual-authorization frameworks, and fraud prevention measures across all operational processes.
• Develop, test, and maintain a Business Continuity Plan (BCP) and IT Disaster Recovery Plan (DRP) for all branches and critical systems.
• Oversee procurement, facilities management, and third-party service provider contracts across all branches, ensuring value for money and policy compliance.
• Ensure all operational processes comply with CBN MFB Regulatory Guidelines, AML/CFT/KYC rules, payment system regulations, and NDPA 2023.
• Monitor CBN circulars for operational implications and ensure timely implementation of required changes.
• Build, lead, and develop a disciplined, high-performing operations team with clear accountability structures scalable to a multi-branch National MFB.
• Provide operational input into strategic planning, branch expansion feasibility, digital channel