Service Center Operations Manager

Moniepoint Incorporated - Service Center Operations Manager

Location: Lagos

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.

• 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.

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.

Application Closing Date

Not Specified.