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.

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.

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.

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.

What we can offer you

Culture: We put our people first and prioritize the well-being of every team member. We've built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
Learning: We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
Compensation: You'll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.

What to expect in the hiring process:

Service Center Operations Manager

Key skills