Head Of Operations

Company Description
Paymi Solutions Limited also Known as Payzeep is a leading financial technology company licensed by the Central Bank of Nigeria (CBN) to provide secure, innovative, and reliable payment solutions. As a licensed Payment Solution Service Provider (PSSP), Payment Terminal Service Provider (PTSP), and Super-Agent, Paymi Solutions Limited empowers businesses and individuals through world-class digital payment infrastructure and technology-driven financial services.
At Paymi Solutions Limited, we are committed to operational excellence, regulatory compliance, ethical conduct, and customer trust while driving innovation across the digital payments’ ecosystem.
Job Description
The Head of Operations leads Payzeep's payment operations, application support, business intelligence and customer support functions, ensuring reliable, efficient and compliant day-to-day operations. The Head of Operations is responsible for driving operational excellence across the organization by overseeing payment operations, transaction processing, customer support, business intelligence, application support, process optimization, and service delivery.
KEY RESPONSIBILITIES
* Own operational strategy, SOPs and service-level targets across payment operations, support and customer experience.
* Lead the PMO/Payment Operations, Application Support Operations, Business Intelligence, and Customer Support/Retention teams.
* Monitor and continuously improve transaction-processing efficiency, reconciliation and dispute-resolution processes.
* Own operational risk and incident management, escalating and resolving issues affecting service delivery.
* Partner with Technology and Compliance on system reliability and regulatory reporting.
* Report operational KPIs and performance to the COO.
* Ensure the organization maintains high levels of service reliability, scalability, and customer satisfaction.
* Oversee end-to-end payment processing, settlement, reconciliation, chargeback, and dispute management activities.
* Monitor transaction success rates, operational performance, and service delivery metrics.
* Collaborate with banking partners, payment networks, switches, and service providers to optimize payment operations.
* Oversee customer support, customer retention, and service delivery operations.
* Develop processes that enhance customer experience and improve service quality.
* Establish customer service performance metrics and continuous improvement plans.
* Lead application and production support teams to ensure system stability and service continuity.
* Establish robust incident management and escalation procedures.
* Ensure timely communication and resolution of service disruptions.
* Utilize operational data and analytics to guide strategic decision-making.
* Present operational performance reports and recommendations to executive management.
* Manage operational risks and ensure effective controls are implemented across all operational functions.
* Collaborate with Risk, Compliance, Internal Audit, and Information Security teams on regulatory examinations and audits.
* Ensure compliance with applicable regulatory requirements and industry standards.
* Develop and monitor operational risk indicators and business continuity plans.
* Lead, mentor, and develop high-performing operational teams.
* Create a culture of accountability, collaboration, innovation, and operational excellence.
* Drive workforce planning, succession planning, and capability development initiatives.
Qualifications
EDUCATIONAL QUALIFICATIONS
* Bachelor's degree in Business Administration, Operations Management, or a related field (required).
* Relevant certification (e.g. Lean Six Sigma, PMP) is an advantage.
EXPERIENCE REQUIREMENTS
Total Relevant Experience: 10–14 years
Fintech / Financial Services Experience: 5+ years in payments, banking or fintech operations
Leadership / People-Management Experience: 5+ years leading operations teams, including experience managing multiple operational sub-functions
SKILLS & COMPETENCIES
* Deep understanding of payment processing, settlement and reconciliation workflows
* Strong process design, SOP development and continuous-improvement experience
* Incident and crisis management under time pressure
* Cross-functional leadership across support, product and technology
* Business process optimization and continuous improvement methodologies.
* Strong analytical and problem-solving capabilities.
* Operational risk management and internal controls.
* Strong understanding of automation and operational technologies.
* Service delivery and customer experience management.
* Incident management and crisis resolution.
REGULATORY CONSIDERATIONS (NIGERIA)
* Ensures payment operations comply with CBN Payment System Management guidelines and applicable NIBSS operating rules.
* Ensures dispute-resolution and complaints processes meet CBN Consumer Protection Framework timelines.
* Works with Risk & Compliance on operational elements of AML/CFT monitoring and reporting.
* Ensures operational data handling complies with the Nigeria Data Protection Act (NDPA) 2023.
Additional Information
Paymi Solutions offers a supportive and dynamic work environment with numerous benefits:
* Competitive Compensation.
* 5-day workweek.
* Wellness Programs.
* Employee Training Programs.
* Opportunities for Growth and Development.
.How to apply:
* Submit an online application.
* You will receive an email response with further instructions.
* You will receive a second link via email for your panel interview.
* A member from our Talent Team will contact you to provide feedback and updates as appropriate.