SERVICE CENTER OPERATIONS MANAGER AT MONIEPOINT | SERVICE CENTER OPERATIONS MANAGER JOBS IN LAGOS

Job Description:

We are seeking a high-caliber, strategic Service Centre Manager to lead and optimize the performance of a designated cluster of Experience Centres. At Moniepoint, our Service Centres are more than just physical locations; they are the frontline of our brand identity and customer success.

Your mission is to act as the CEO of your Region. You will take full ownership of the Regional P&L, drive the standardization of the "Experience Centre" model, and spearhead the migration of customers to our digital self-service channels. If you have 5+ years of banking operations experience, a mastery of Lean methodologies, and the ability to turn data into profitable action, we invite you to lead our regional operations.

Requirements:

1. Multi-Site Operational Strategy & Lean Execution

• Network Standardization: Enforce the "Experience Centre" operating model across all branches, ensuring absolute consistency in brand aesthetics, service velocity, and technical reliability.

• Process Re-engineering: Utilize Lean Six Sigma methodologies to identify and remove bottlenecks in branch workflows, reducing customer wait times and optimizing staff utility.

• Governance & Risk: Conduct rigorous operational audits to ensure 100% adherence to CBN regulations, cash handling limits, and internal security protocols.

2. Financial Stewardship & P&L Ownership

• Profitability Leadership: Manage the Regional P&L with a focus on maximizing Net Operating Income (NOI) by balancing aggressive revenue targets against controlled Operating Expenses (OpEx).

• Cost Optimization: Strategically manage administrative budgets across the cluster, leveraging economies of scale for facility management, security, and Cash-in-Transit (CIT) services.

• Growth Synergy: Partner with Sales Leadership to deploy operational interventions in underperforming locations, boosting transaction volumes and account acquisition.

3. Data Analytics & Digital Migration

• Performance Intelligence: Monitor daily/weekly dashboards (Footfall, NPS, Cross-sell ratios) to conduct capacity planning and predict staffing needs.

• The Digital Shift: Lead the "Tech Enablement" agenda, training branch staff to successfully migrate customers from over-the-counter services to self-service digital channels.

• Feedback Architecture: Act as the primary funnel for product intelligence, gathering on-the-ground insights to inform HQ Product Managers on app and terminal enhancements.

4. Leadership & Facility Governance

• Talent Development: Mentor Branch Managers and build a robust succession pipeline by identifying and grooming high-potential talent.

• Resource Fluidity: Dynamically reallocate staff and technical resources across the cluster based on volume spikes or operational requirements.

• Vendor Management: Oversee regional contracts for security, cleaning, and maintenance, ensuring premium facility quality at a competitive cost.

Qualifications and Skills:

Professional Profile

• Education: Bachelor’s degree in Finance, Business, or Operations. An MBA or professional certifications (PMP, Six Sigma) are strongly preferred.

• Experience: Minimum of 5 years in Banking Operations, with at least 3 years at a Cluster/Area Manager level managing multiple sites.

• Industry IQ: A background in traditional banking is mandatory for operational rigor, complemented by exposure to Fintech, Retail, or FMCG.

Core Competencies

• Financial Acumen: Advanced ability to analyze P&L statements, budgets, and variance reports.

• Data Literacy: Proficiency in Power BI, Tableau, or Excel to drive data-led decision-making.

• Strategic Mindset: The ability to transition from daily firefighting to long-term quarterly and annual planning.

• Change Leadership: Proven experience leading teams through digital transformations or process re-engineering.

Salary

Application Closing Date: Not specified

Application Instructions:

Click the buton  below to apply