Head of Operations, Onboarding & Retention at Moniepoint Incorporated

Job Title: Head of Operations, Onboarding & Retention

About the Role

• This role will own end-to-end product and field operations for both individual and business accounts.
• You will be the operational leader driving seamless new-account openings, KYC upgrades, address verifications (including proof-of-address checks and physical visits), and ongoing due-diligence processes (e.g., nature-of-business verifications).
• You’ll partner closely with our sales network, product, compliance, and risk teams to design, implement, and continuously optimize workflows that meet or exceed our SLA, success-rate, and compliance goals.

Key Responsibilities
End-to-End Operations Ownership:

• Lead, scale, and refine the operational processes for new account openings (L1 and L2) for individuals and businesses.
• Design and manage KYC upgrade flows—from basic identity checks to full business-registration & KYB.
• Oversee proof-of-address verification programs, including document review and in-person visits where required.
• Own ongoing monitoring and re-verification (e.g., nature-of-business checks, periodic refreshes).

SLA & Performance Management:

• Define, monitor, and report on key operational KPIs (e.g., onboarding completion rate, TAT percentiles, verification success rates, SLA adherence).
• Establish playbooks and escalation protocols to rapidly detect and remedy bottlenecks or compliance exceptions.
• Implement continuous-improvement practices (A/B testing, root-cause analysis, feedback loops) to drive efficiency and quality.

Resource Planning & Team Leadership:

• Build and lead a cross-functional team of field agents, process analysts, and operational specialists.
• Forecast capacity needs (headcount, tools, budgets) to meet projected account volumes while maintaining high service levels.
• Recruit, train, and mentor operations staff, ensuring deep expertise in KYC, KYB, and field verification best practices.

Process & Technology Enablement:

• Collaborate with Product and Engineering to develop or enhance digital onboarding and verification tools (e.g., OCR, facial match, automated name/DOB checks, USSD flows).
• Own rollout of field-operations tooling (e.g., mobile apps for agents, audit dashboards).
• Drive integration with 3rd-party identity and address-verification partners (NIMC, BVN, Corporate Affairs Commission).

Cross-Functional Collaboration:

• Liaise with Sales & Partnership teams to align onboarding capacity with customer acquisition targets.
• Partner with Compliance, Risk, and Legal to ensure all processes meet regulatory standards and internal policies.
• Work with Customer Success and Support to triage and resolve escalated onboarding/KYC issues.

Governance & Compliance:

• Maintain robust audit trails and documentation for all verification activities.
• Lead periodic internal and external audits, ensuring readiness for regulatory examinations.
• Stay abreast of evolving KYC/KYB regulations and best practices; proactively update policies and procedures.

Qualifications & Experience

• Bachelor’s Degree in Business Administration, Finance, Operations Management, or related field; MBA or advanced degree a plus.
• 8+ years of operations leadership experience in financial services, fintech, or banking, with a minimum of 3 years owning KYC/KYB or onboarding operations at scale.
• Proven track record managing both digital and field-based verification teams.
• Deep understanding of Nigerian identity systems (BVN, NIN), Corporate Affairs Commission processes, and relevant regulatory frameworks.
• Demonstrated success meeting aggressive SLA, quality, and compliance targets in a high-growth environment.

Core Skills & Competencies:

• Operational Excellence: Strong process-mapping, workflow optimization, and continuous improvement mindset.
• Analytical Rigor: Expert in data-driven decision making; comfortable building and interpreting dashboards and operational metrics.
• Leadership & People Management: Proven ability to recruit, inspire, and develop high-performing operations teams.
• Cross-Functional Collaboration: Skilled at influencing stakeholders across product, engineering, risk, compliance, and sales.
• Technology Savvy: Experience with digital onboarding platforms, identity-verification APIs, CRM systems, and field-agent tooling.
• Communication: Excellent verbal and written communication skills, with the ability to translate complex processes into clear playbooks and training materials.

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.

Application Instructions:

The application deadline is Not Specified. Therefore, qualified and interested candidates can: “CLICK HERE TO SUBMIT APPLICATION.” It is important to visit the official website (link below) for detailed information on applying successfully for this vacancy.

Website:
Official Job Website: https://www.moniepoint.com

What to expect in the hiring process:

• A preliminary phone call with the recruiter
• An interview with a business lead.
• A behavioural and technical interview with a member of the executive team.