Head of Operations (Microfinance Bank) Job at Zylus Homes

Zylus Homes is a cutting-edge real estate and investment company, dedicated to increasing access to homes and property ownership in Africa. Our research has made us realise that buying and selling real estate is presumed to have so many tasking procedures. Hence, this is the rationale behind keeping our approach as simple and straightforward as possible. In this regard, we empower people to make smarter decisions concerning buying, developing their home or investing in our properties. We have, over the years, built credibility and are known for offering excellent service delivery.

Our testimonials and success stories have been featured in reputable newspapers such as Punch, Vanguard, Business Day, among many others. We exist to put a smile on our customers’ faces!

We are recruiting to fill the position below:

Job Position: Head of Operations (Microfinance Bank)

Job Location: Ikeja, Lagos
Employment Type: Full-time
Department: Operations
Reports to: Managing Director
Supervises: Branch Operations Officers, Tellers, Customer Service, Loan Operations, E-Banking, Back Office Staff

Job Summary

• The Head of Operations is responsible for overseeing, coordinating, and optimizing all operational activities of the Microfinance Bank.
• The role ensures operational efficiency, regulatory compliance, excellent customer service, and effective risk management across all branches.
• The position drives process improvement, operational controls, business continuity, and service delivery to support the Bank’s growth objectives.

Key Responsibilities
Operations Management:

• Oversee day-to-day operations across branches and operational units.
• Ensure smooth running of cash operations, customer service, account opening, funds transfer, and back-office processes.
• Develop and enforce standard operating procedures (SOPs) for all units.
• Monitor transaction volumes, service quality, and turnaround time (TAT).
• Ensure proper documentation and filing of all operational records.

Risk Management & Internal Controls:

• Enforce operational risk management policies and procedures.
• Ensure compliance with CBN regulations, AML/CFT requirements, and internal policies.
• Identify operational risks and implement mitigating controls.
• Supervise reconciliation of suspense accounts, GL accounts, and daily cash balancing.
• Conduct regular branch operations audits and follow up on corrective actions.

Regulatory Compliance:

• Ensure full compliance with all CBN regulations and reporting requirements.
• Maintain documentation and readiness for regulatory examinations.
• Oversee timely rendering of regulatory returns (CBN, NDIC, Tax, etc.).

Staff Supervision & Capacity Development:

• Lead, mentor, and supervise operations, customer service, and back-office staff.
• Identify training needs and support continuous learning and development.
• Evaluate performance of operational staff and enforce discipline where necessary.

Customer Service Management:

• Maintain high standards of service quality across all channels.
• Resolve escalated customer complaints promptly.
• Ensure customer onboarding processes are seamless and compliant.

Technology & Digital Operations:

• Support implementation and maintenance of the Core Banking Application (CBA).
• Oversee alternative delivery channels (ATM, POS, mobile banking, USSD).
• Monitor system downtime, resolve operational issues, and escalate appropriately.

Strategic & Administrative Duties:

• Contribute to operational strategy and long-term planning for the Bank.
• Prepare periodic operational reports for Management and the Board.
• Coordinate branch expansion or operational upgrades.
• Drive cost efficiency and resource optimization across operations.

Key Performance Indicators (KPIs)

• Branch operational efficiency (TAT, queue management).
• Compliance and audit ratings.
• Accuracy and timeliness of reconciliation and reporting.
• Reduction in operational losses and errors.
• Customer satisfaction scores.
• Staff productivity and performance.
• SLA adherence for digital channels.

Job Requirements
Education:

• Bachelor’s Degree in Accounting, Finance, Business Administration or a related field.
• Professional qualification is an added advantage (ACIB, ICAN, ACCA, CISA).

Experience

• 7–10 years of relevant experience in the banking sector.
• At least 3 years in a supervisory/managerial operational role in a Microfinance Bank or commercial bank.
• Experience with core banking applications and digital banking channels.

Skills & Competencies:

• Strong knowledge of CBN and Microfinance regulations.
• Excellent leadership and people management skills.
• Good analytical and problem-solving abilities.
• Strong attention to detail and integrity.
• Excellent communication and customer service skills.
• Proficiency with banking software and MS Office applications.

Behavioural Competencies:

• High ethical standards and good judgement.
• Ability to work under pressure and manage tight deadlines.
• Strong organizational and planning skills.
• Proactive, disciplined, and results-oriented.