Head of Operations (Address Verification)

Who we are

Moniepoint is Africa's all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer.

About the Role:

As the Head of Operations for Address Verification, you will oversee and optimize the process of physically verifying customer addresses. You will manage a team of field agents and business relationship managers to ensure that address verifications are completed promptly and accurately. This role will require you to develop efficient processes, ensure adherence to regulatory compliance, and lead operational excellence to support our KYC processes.

Curious about what makes Moniepoint an incredible place to work? Check out posts on how we cultivate a culture of innovation, teamwork, and growth.

Key Responsibilities:

• Team Leadership & Management:
• Lead, mentor, and manage the team of field agents and business relationship managers responsible for physical address verifications.
• Develop and implement operational training programs to ensure team efficiency and compliance with internal processes.
• Set and monitor performance metrics for the verification teams, ensuring high productivity and service quality.
• Operational Strategy & Process Optimization:
• Design and implement streamlined processes for physical address verification, ensuring they are scalable and efficient.
• Ensure operations align with regulatory KYC requirements, developing solutions for potential challenges and ensuring compliance with local laws.
• Continuously improve the verification process by analyzing data, identifying bottlenecks, and implementing improvements.
• Stakeholder Collaboration:
• Work closely with the Compliance and Legal teams to ensure address verifications are completed according to regulatory guidelines.
• Collaborate with the Digital Address Verification team to ensure cohesive operations between physical and digital verification processes.
• Maintain relationships with external vendors or partners involved in physical verifications.
• Quality Assurance & Risk Management:
• Implement quality assurance programs to ensure the accuracy and completeness of physical address verifications.
• Identify risks and challenges in the verification process, proposing and implementing solutions to mitigate these risks.
• Develop a system for handling escalations and resolving verification disputes in a timely manner.
• Technology & Reporting:
• Collaborate with the technology team to integrate verification processes with internal systems and tools, ensuring smooth operational workflow.
• Oversee the implementation of GPS or geotagging technologies to support the field agents during verifications.
• Monitor, report, and provide insights on operational metrics, including the success rate of verifications, turnaround time, and customer satisfaction.
• Budgeting & Resource Allocation:
• Prepare and manage the department’s operational budget, ensuring optimal use of resources.
• Forecast staffing and resource needs based on operational goals, ensuring the team is well-equipped to handle verification volume.

Requirements:

• Experience:
• A minimum of 7-10 years of experience in operations, logistics, or field management, preferably in fintech, banking, or related industries.
• Proven experience managing large teams, including field agents and relationship managers.
• Experience working in KYC, fraud prevention, or regulatory compliance is highly desirable.
• Skills:
• Strong leadership and people management skills, with a track record of driving team performance and productivity.
• Excellent project management and process optimization skills, with the ability to design scalable operations.
• Solid understanding of KYC regulations and address verification processes.
• Data-driven mindset, with the ability to analyze metrics and drive continuous improvements.
• Tech-savvy, with experience using operations management software, CRM tools, and reporting systems.
• Education:
• Bachelor’s degree in Business Administration, Operations Management, or a related field (advanced degree preferred).
• Other Qualifications:
• Strong communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams.
• Ability to adapt to a fast-paced, evolving environment and manage multiple priorities effectively.
• Excellent problem-solving skills, with a proactive approach to identifying issues and implementing solutions.

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.

What to expect in the hiring process

• A preliminary phone call with one of our recruiters.
• A panel technical interview with the existing Directors of Product Management and Business Leaders.
• A behavioral and technical interview with a member of the Executive team.