First Bank of Nigeria jobs

NOBLE MICROFINANCE BANK LIMITEDEXECUTIVE VACANCYHEAD OF OPERATIONS

Location: Onitsha, Anambra State

Employment Type: Full-Time

Reports To: Managing Director/CEO

Supervises: Branch Operations, Customer Service, Cash Operations, Clearing & Settlement, E-Banking Operations, Account Services, Transaction Processing, Treasury Operations Support, Administration (where applicable)

About Famous Microfinance Bank

Noble Microfinance Bank Limited is a newly re-engineered, technology-enabled financial institution committed to redefining community banking through operational excellence, digital innovation and exceptional customer service.

As part of our pioneer executive management team, we seek an experienced Operations Executive to establish world-class banking operations that are secure, efficient, compliant and customer-focused.

The successful candidate will be responsible for designing and managing the Bank's operational architecture while ensuring excellent service delivery, operational resilience and regulatory compliance.

Position Summary

The Head of Operations shall lead and oversee all operational activities of the Bank, ensuring that banking transactions are processed accurately, efficiently and securely.

The role is responsible for branch operations, customer onboarding, transaction processing, cash management, service delivery, operational controls, process improvement, digital banking support and operational risk management.

The successful candidate will establish scalable operating processes that support business growth while maintaining high standards of efficiency, customer experience and regulatory compliance.

Principal ResponsibilitiesOperations Strategy

· Develop the Bank's Operations Strategy.

· Design scalable operational processes.

· Establish Standard Operating Procedures (SOPs).

· Drive operational excellence initiatives.

· Improve turnaround times.

· Increase process automation.

· Enhance operational efficiency.

· Reduce operational costs.

Branch Operations

Provide leadership for:

· Branch operations.

· Account opening.

· Customer onboarding.

· Teller operations.

· Vault management.

· Cash balancing.

· Cash movement.

· Branch security.

· Branch administration.

· Daily operations monitoring.

Transaction Processing

Ensure timely and accurate processing of:

· Deposits.

· Withdrawals.

· Funds transfers.

· Electronic payments.

· Standing orders.

· Loan disbursements.

· Loan repayments.

· ATM transactions (where applicable).

· POS settlements.

· Interbank transactions.

· NIP transactions.

· NEFT transactions.

Customer Service Management

· Develop customer service standards.

· Improve customer satisfaction.

· Reduce customer complaints.

· Resolve service failures.

· Monitor service quality.

· Improve customer retention.

· Conduct customer experience reviews.

· Implement service excellence programmes.

Digital Banking Operations

Oversee operational support for:

· Mobile Banking.

· Internet Banking.

· Agency Banking.

· POS Services.

· Payment Channels.

· Digital Wallets.

· USSD Banking.

· Merchant Services.

· Electronic Collections.

Cash Management

· Maintain optimal branch cash holdings.

· Monitor cash limits.

· Supervise vault operations.

· Ensure cash security.

· Monitor cash evacuation.

· Conduct surprise cash counts.

· Ensure balancing accuracy.

· Coordinate cash logistics.

Process Improvement

· Identify operational bottlenecks.

· Re-engineer workflows.

· Eliminate process waste.

· Improve productivity.

· Enhance turnaround times.

· Implement Lean operational practices.

· Promote automation.

· Improve operational efficiency.

Operational Risk Management

· Identify operational risks.

· Strengthen operational controls.

· Reduce processing errors.

· Investigate operational incidents.

· Improve control effectiveness.

· Ensure business continuity.

· Coordinate disaster recovery activities.

· Support fraud prevention initiatives.

Regulatory Compliance

Ensure operational compliance with:

· CBN Guidelines.

· NDIC Regulations.

· BOFIA.

· AML/CFT Regulations.

· KYC requirements.

· Consumer Protection Framework.

· Nigeria Data Protection Act.

· Internal policies and procedures.

Vendor & Service Provider Management

Manage relationships with:

· Cash-in-transit providers.

· Security companies.

· Technology vendors.

· Payment service providers.

· Core banking vendors.

· Utility providers.

· Outsourced service providers.

Monitor Service Level Agreements (SLAs) and vendor performance.

Leadership Responsibilities

· Build and lead the Operations Department.

· Recruit and develop operations staff.

· Establish operational discipline.

· Coach and mentor team members.

· Foster a customer-centric culture.

· Promote collaboration across departments.

· Drive operational innovation.

· Ensure succession planning.

Educational Qualifications

Bachelor's Degree in:

· Banking

· Finance

· Accounting

· Economics

· Business Administration

· Related discipline

MBA or Master's Degree is an added advantage.

Professional Qualifications

Applicants should possess one or more of:

· ACIB

· ACA

· ACCA

· ANAN

· PMP (advantage)

· Six Sigma Certification (advantage)

· Lean Management Certification (advantage)

Experience

Applicants should possess:

· Minimum 10 years' banking experience.

· At least 5 years in Banking Operations leadership.

· Experience managing branch operations.

· Experience supervising transaction processing.

· Knowledge of digital banking operations.

· Experience implementing operational controls.

· Strong understanding of core banking systems.

· Experience in Microfinance or Commercial Banking.

Technical Competencies

The successful candidate should demonstrate expertise in:

· Banking Operations

· Branch Management

· Transaction Processing

· Customer Service Management

· Cash Management

· Digital Banking Operations

· Operational Risk Management

· Process Improvement

· Vendor Management

· Business Continuity Planning

· Microsoft Excel (Advanced)

· Core Banking Systems (e.g., BankOne, Finacle, Temenos, Flexcube or equivalent)

· Performance Reporting

· Data Analysis

Leadership Competencies

· Strategic Execution

· Operational Leadership

· Decision Making

· Team Development

· Stakeholder Management

· Coaching and Mentoring

· Change Management

· Customer-Centric Leadership

· Problem Solving

· Cross-Functional Collaboration

Behavioural Competencies

· Integrity

· Customer Focus

· Accountability

· Attention to Detail

· Professionalism

· Ownership

· Resilience

· Continuous Improvement Mindset

· Analytical Thinking

· Results Orientation

Key Performance Indicators (KPIs)Operational Excellence

· Average transaction turnaround time (TAT).

· Straight-through processing rate.

· Daily transaction accuracy.

· Branch operational efficiency score.

· Process automation milestones achieved.

Customer Experience

· Customer Satisfaction Score (CSAT).

· Net Promoter Score (NPS).

· Average complaint resolution time.

· First-contact resolution rate.

· Customer onboarding turnaround time.

Operational Risk & Control

· Number of operational loss events.

· Reduction in processing errors.

· Timely resolution of operational incidents.

· Compliance with operational control standards.

· Business continuity readiness and testing.

Regulatory Compliance

· Zero regulatory sanctions arising from operations.

· Compliance with CBN operational requirements.

· Timely completion of regulatory operational reports.

· KYC documentation completeness.

Financial & Productivity

· Cost per transaction.

· Cost-to-income contribution.

· Branch productivity.

· Staff utilization rate.

· Vendor SLA compliance.

Leadership

· Employee engagement within Operations.

· Staff competency development.

· Succession readiness.

· Timely implementation of operational improvement initiatives.

Why Join Noble Microfinance Bank?

This is a unique opportunity to:

· Build the operational framework of a new-generation Microfinance Bank from inception.

· Lead a high-impact function at the heart of daily banking operations.

· Drive digital transformation and operational excellence.

· Work alongside an experienced pioneer executive team.

· Shape a culture of efficiency, innovation and customer-centricity.

· Enjoy a competitive executive remuneration package with performance-based incentives.

Preference will be given to candidates with demonstrable expertise in:

· Core banking implementation and stabilization, including participation in system deployment, process design, user acceptance testing (UAT), and go-live support.

· Digital banking channels, including mobile banking, USSD, agency banking, POS services, and payment switch operations.

· Service excellence and process optimization, with measurable improvements in turnaround times and customer experience.

· Operational resilience, including business continuity planning (BCP), disaster recovery (DR), and incident management.

· Operational governance, ensuring robust controls without compromising customer service or business agility.

The successful candidate should combine strong technical knowledge with exceptional execution capability and be able to establish an operations function that is scalable, resilient, and fully aligned with regulatory expectations from the Bank's first day of operation.

How to Apply

Interested and qualified candidates should submit:

· A comprehensive Curriculum Vitae (CV)

· A cover letter highlighting achievements in banking operations, service delivery and operational transformation

· Copies of relevant academic and professional certifications

Only shortlisted candidates will be contacted.

CHRO Executive Recommendation

For a start-up Microfinance Bank, the Head of Operations should ideally have hands-on experience in establishing or scaling banking operations, rather than simply maintaining mature operations.

Preference should be given to candidates with demonstrable expertise in:

· Core banking implementation and stabilization, including participation in system deployment, process design, user acceptance testing (UAT), and go-live support.

· Digital banking channels, including mobile banking, USSD, agency banking, POS services, and payment switch operations.

· Service excellence and process optimization, with measurable improvements in turnaround times and customer experience.

· Operational resilience, including business continuity planning (BCP), disaster recovery (DR), and incident management.

· Operational governance, ensuring robust controls without compromising customer service or business agility.

The successful candidate should combine strong technical knowledge with exceptional execution capability and be able to establish an operations function that is scalable, resilient, and fully aligned with regulatory expectations from the Bank's first day of operation.

Pay: ₦350,000.00 - ₦400,000.00 per month

Work Location: In person