Head of Operations and Customer Experience

About this role

Role is Head of Operations and Customer Experience, responsible for managing everyday banking operations, customer service across branches and digital channels, and ensuring regulatory compliance and strong internal controls. It targets candidates with extensive banking operations experience, including KYC, cash management, and customer service leadership, preferably in microfinance or retail banking.

What you would do

• Oversee daily branch and operational activities to ensure efficient service delivery.
• Manage cash operations, vaults, cash handling, and cash-in-transit with proper controls.
• Lead customer experience efforts and service standards across branches and digital channels.
• Monitor KYC, account opening, transaction processing and compliance with procedures.
• Coordinate risk management, internal controls, and response to audits and regulatory findings.
• Develop and lead the Operations and Customer Experience team, setting performance standards.

What they are asking for

• First degree in a relevant discipline (e.g., Business Administration, Finance, Economics, Accounting, Banking, Management).
• Minimum 10 years of relevant experience in banking or financial services operations.
• At least 2 years in a management or supervisory role, preferably in microfinance or retail banking.
• Professional certification or membership in a recognised banking or financial services body (e.g., CIBN).
• Experience with branch operations, cash management, KYC, and process controls.
• Experience with digital banking operations is an advantage.

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