Head of Operations and Customer Experience

About this role

Provides leadership for day-to-day banking operations and the customer experience agenda, ensuring safe, efficient service and strong operational controls across branch and digital channels. The role encompasses operations, cash management, KYC, account administration and transaction processing, with emphasis on service standards and regulatory compliance.

What you would do

• Oversee daily branch and banking operations to ensure efficient, uninterrupted service.
• Ensure account opening, customer onboarding, transaction processing and account maintenance are completed accurately and within approved timelines.
• Maintain compliance with policies, procedures, delegated authorities and regulatory requirements.
• Establish and monitor service standards across all customer-facing functions.
• Oversee cash and vault operations, including teller activities, vault management, cash transfers and cash-in-transit arrangements, with dual-control and maker-checker procedures.
• Develop and drive the customer experience strategy across branch and digital channels, monitor complaints and coordinate improvements.

What they are asking for

• First degree in Business Administration, Finance, Economics, Accounting, Banking, Management or a relevant discipline.
• Professional certification or membership of a recognised banking or financial services body such as CIBN.
• A relevant postgraduate qualification or customer experience certification is an advantage.
• Minimum of 10 years' relevant professional experience, with at least 5 years in banking, microfinance or financial services operations.
• At least 2 years' experience in a management or supervisory role, preferably within a Microfinance Bank or retail banking environment.
• Experience managing branch operations, cash management, customer service, KYC processes, transaction processing and operational controls; experience with digital banking operations and technology-enabled financial services is an advantage.

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