Senior Operations Officer (Banking)

They are recruiting to fill the position below:

Job Title: Senior Operations Officer (Banking)

Location: Makurdi,Benue

Job Description

• The successful candidate will play a critical role in building the operational structure of the Bank from the ground up, ensuring operational efficiency, transaction accuracy, regulatory compliance, service excellence, and strong internal controls across all operational activities.
• The role is responsible for managing and establishing the Bank’s operational framework, teller operations, transaction processing systems, customer service operations, reconciliation processes, and day-to-day banking operations within a fintech-driven digital microfinance bank.
• The ideal candidate must be capable of independently developing operational processes, establishing workflows, implementing controls, and driving operational discipline within a startup banking environment.
• The role requires a highly organized, detail-oriented, and execution-driven professional with strong experience in banking operations, teller services, reconciliation management, transaction processing, customer operations, and operational control frameworks.

Responsibilities
Banking Operations Management:

• Establish and implement operational processes, workflows, and service standards from inception.
• Monitor operational activities to ensure accuracy, efficiency, and service quality.
• Manage the Bank’s daily operational activities across teller operations, transfers, deposits, withdrawals, account services, and transaction processing.
• Drive operational excellence and ensure adherence to approved turnaround times (TATs) and SLAs.
• Support the setup and optimization of digital banking operational processes.
• Ensure smooth processing of customer transactions across all banking channels.

Teller Operations & Cash Management:

• Monitor daily cash positions and branch operational liquidity.
• Implement strong maker-checker controls within teller operations.
• Ensure proper authorization and verification processes for all teller transactions.
• Prevent cash shortages, overages, and operational irregularities.
• Ensure proper cash balancing, vault management, and cash movement controls.
• Oversee all teller operations and cash handling activities.

Transaction Processing & Reconciliation:

• Ensure timely reconciliation of customer accounts, suspense accounts, and settlement positions.
• Monitor transaction processing accuracy across all operational channels.
• Investigate and resolve failed transactions, reversals, exceptions, and reconciliation breaks.
• Coordinate with settlement partners and payment providers where required.
• Supervise transaction postings, settlements, and reconciliation activities.

Customer Operations & Service Delivery:

• Implement operational procedures that enhance customer satisfaction and trust.
• Monitor customer experience and operational service delivery standards.
• Ensure prompt resolution of customer complaints and transaction-related issues.
• Support customer onboarding, account maintenance, and customer service operations.

Operational Control & Compliance:

• Monitor operational risk indicators and escalate identified issues appropriately.
• Ensure proper documentation and audit trails for all operational activities.
• Support internal audits, compliance reviews, and regulatory examinations.
• Implement strong operational controls to minimize fraud, operational losses, and process failures.
• Ensure compliance with CBN regulations, internal policies, and operational procedures.

Process Development & Operational Improvement:

• Develop and document SOPs, operational manuals, workflows, and service procedures.
• Drive continuous improvement initiatives across operational processes.
• Identify process gaps and implement operational improvements and automation opportunities.
• Collaborate with Technology teams to improve digital operational efficiency.

Reporting & Operational Monitoring:

• Monitor transaction volumes, operational KPIs, service performance, and exception reports.
• Maintain accurate operational records and reporting systems.
• Prepare daily, weekly, and monthly operational reports and dashboards.
• Provide operational insights and recommendations to Management.

Department Setup & Team Support:

• Participate in recruitment, onboarding, and training of future operations staff.
• Promote a culture of operational discipline, accountability, and service excellence.
• Assist in developing operational policies, frameworks, and control structures.
• Support the establishment and structuring of the Bank’s Operations function from the ground up.

Requirements
Education:

• Professional certifications in banking or operations management will be an added advantage.
• Bachelor’s degree in Banking & Finance, Accounting, Business Administration, Economics, or related discipline.

Experience:

• Experience in microfinance banking, digital banking, or fintech operations is highly desirable.
• Proven experience establishing operational processes and controls.
• Experience working in startup or fast-paced environments is an added advantage.
• Strong experience in teller operations, reconciliations, transaction monitoring, and operational controls.
• Minimum of 6–8 years experience in banking operations, teller services, transaction processing, or financial operations within a bank, fintech, or financial institution.
• Strong knowledge of banking operations, settlement processes, and CBN operational guidelines.

Other Requirements:

• Must be proactive, structured, and capable of building operational systems from the ground up.
• Ability to work effectively under pressure in a startup environment.
• Excellent problem-solving and decision-making skills.
• Strong organizational and multitasking abilities.
• Strong attention to detail and operational discipline.
• High level of integrity and accountability.
• Ability to work independently with minimal supervision.
• Strong commitment to operational excellence and customer satisfaction.

Skills:

• Problem Solving & Execution
• Reporting & Data Analysis
• Transaction Processing
• Operational Risk Management
• Banking Operations Management
• Operational Control & Compliance
• Customer Service Operations
• Microsoft Excel & Banking Application Proficiency.
• Teller Operations & Cash Handling
• Process Development & Optimization
• Strong Communication & Interpersonal Skills
• Reconciliation & Settlement Management
• Attention to Detail