Head, Operations

COMPANY: MICROFINANCE BANK (LAGOS)

JOB VACANCY: HEAD, OPERATIONS

Position: Head, Operations

Reports to: The Managing Director

Location: Lagos, Nigeria

Employment Type: Full-Time

Application Deadline: 31 October 2026

This is a microfinance bank licensed by the Central Bank of Nigeria (CBN), committed to expanding access to inclusive financial services for micro, small and medium enterprises (MSMEs) and low-income households. The Bank is entering a new phase of growth, with a strategy built on technology-enabled financial inclusion, disciplined credit and strong governance. As part of this strategy, the Board seeks to appoint a seasoned and highly qualified Head of Operations who will be responsible for ensuring that the Bank’s day-to-day operations are conducted efficiently, securely, accurately and in accordance with the approved policies and applicable regulatory requirements.

Lead reliable, secure and customer-centred daily operations across the institution’s service points. Translate approved policies into practical workflows; protect cash, customer records and service continuity; and ensure transactions are completed accurately, authorised appropriately and reconciled promptly. Balance service speed with effective controls, while developing staff and escalating exceptions before they become customer, financial or reputational losses.

·       Service delivery and workflow. Plan opening, closing, queue management, staff cover and transaction cut-offs. Maintain written operating procedures and service standards. Allocate work according to staff competence and transaction limits, and resolve processing bottlenecks without bypassing required checks.

·       Cash and physical custody. Supervise till funding, vault arrangements, cash transfers, cash-count evidence and cash-in-transit coordination. Maintain documented dual custody where required by policy, monitor insurance and holding limits, and escalate shortages, excess holdings or unexplained differences immediately.

·       Transaction control. Review exceptions, reversals, overrides, dormant-account requests and high-risk instructions within delegated authority. Ensure maker-checker separation, customer authentication and complete supporting documents. Arrange independent checking when the usual authoriser is absent; never approve a transaction personally initiated.

·       Reconciliation and close. Ensure tellers balance and complete end-of-day packs. Investigate operational differences with Finance, preserve source evidence and assign owners and deadlines. Confirm that unresolved items remain visible rather than being cleared through unsupported journals or temporary transfers.

·       Customer protection. Oversee complaint handling, account servicing and accessible product explanations. Review service failures and remediation proposals. Ensure staff protect confidential information, route unusual activity to Compliance and do not promise approvals, returns or compensation outside approved policy.

·       Premises and continuity. Coordinate security, facilities readiness and business-continuity drills with IT and Administration. Maintain emergency contacts and alternative service procedures. During disruption, prioritise safety, preserve records and reconcile deferred or manually captured transactions before normal service resumes.

·       People and capacity. Set daily priorities, coach staff, review performance and maintain cover for critical duties. Identify training needs, support controlled job rotation and leave coverage, and recommend staffing changes using transaction volumes, service demand and control requirements.

·       Management information and improvement. Submit operational dashboards covering volumes, delays, exceptions, complaints and incidents. Analyse recurring causes, test proposed process changes with relevant owners and track remediation. Maintain readiness for audit and supervisory reviews without concealing unresolved weaknesses.

In line with the CBN Revised Regulatory and Supervisory Guidelines for Microfinance Banks, candidates must satisfy the following:

•     A recognised degree or higher diploma in banking, finance, business administration or a related field

•     Minimum of six years experience in banking, microfinance or comparable transaction-intensive financial operations, including at least two years supervising staff, branch operations or a service-processing team

•     Demonstrable competence in cash control, transaction authorisation, account servicing, reconciliations, exception handling, operational incident management and business-continuity arrangements

•      Working proficiency in a core banking or transaction platform, spreadsheets, exception reports and service dashboards. Able to interpret reconciliations, investigate unusual trends and document process requirements for IT

•      Able to apply approved customer identification, confidentiality, complaints and escalation procedures

•      Demonstrated willingness to challenge unsafe instructions, protect evidence and maintain separation between processing, approval and reconciliation

•      Proven track record of leadership in microfinance banking, commercial banking or a related financial services environment.

•      Professional banking or operations certification Strong understanding of credit risk management, MSME lending methodologies and financial inclusion strategy.

•      Experience opening a branch or implementing a core banking system Demonstrated integrity, sound judgement and a strong corporate governance orientation.

•      Exposure to small-business or financially underserved customers Strong analytical, strategic planning and change management capabilities.

 BEHAVIOURAL COMPETENCIES 

·       Operational Judgement. Distinguishes urgent service needs from control shortcuts and records the basis for exceptions.

·       Leadership. Sets clear standards, coaches consistently and maintains effective cover during absences.

·       Analytical Discipline. Reconciles evidence before concluding and follows exceptions through to resolution.

·       Customer Orientation. Explains delays respectfully and fixes underlying causes, not only individual complaints.

·       Integrity and Composure. Reports problems promptly and remains calm during cash differences or outages.

•      The appointment shall be subject to a probationary period of six (6) months commencing from your effective date of employment

•      Remuneration is competitive and commensurate with experience, in line with the Bank's approved remuneration policy.

Interested and qualified candidates should submit the following documents by email to the email address given with the subject line “Application – Head of Operations, Microfinance Bank”:

•      A detailed curriculum vitae.

•      Copies of academic and professional credentials, including microfinance certification.

•      A cover letter stating suitability for the role.

Applications close on 31 October 2026. Only shortlisted candidates will be contacted. All applications will be treated in strict confidence.

This Microfinance Bank is an equal opportunity employer.