Lead, Consumer Loan Operations

Who we are
Moniepoint is an all-in-one financial services platform for emerging markets, and it is the second-fastest-growing company in Africa.

Since 2019, Moniepoint’s technology has powered over 3 million people, offering personal and business banking, payment, credit, and business management tools to help them succeed. Moniepoint processed $182 billion in 2023 and currently processes the majority of the POS transactions in Nigeria.

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

Job Purpose

The Operations Lead is a critical member of the Product team, acting as the bridge between product functionality, customer experience, and operational excellence. This role is responsible for managing escalated support issues, driving continuous improvement, and ensuring the stability and efficiency of product-related operations. You will be the go-to expert for operational challenges that require deep product knowledge. The Operations Lead is accountable for the operations team's execution, with the goal of meeting and surpassing all defined operational metrics.

Roles & Responsibilities

Operational Management

• Proactively manage and resolve non-support operational issues that occur during standard business activities.
• Work in close collaboration with the Product Manager to translate operational data and qualitative feedback into actionable product improvements and feature enhancements.
• Develop, review, and optimize Standard Operating Procedures (SOPs) for loan operations
• Participate in new product/feature launches to ensure operational readiness, including updating processes and training materials for support teams.

Process & System ImprovementIdentify and lead automation, workflow optimization, and process improvement initiatives to increase operational efficiency.

• Develop, review, and optimize Standard Operating Procedures (SOPs) for loan operations
• Participate in new product/feature launches to ensure operational readiness, including updating processes and training materials for support teams.

Regulatory & Compliance

• Ensure adherence to internal loan policies, central bank/MFB regulatory requirements, AML/KYC, data privacy, and audit standards.
• Support both internal and external audit processes, ensuring timely response to findings and implementation of corrective actions relating to product operations
  
  

Key Requirements 

• 6–10+ years of experience in leading a high-volume operations, support, or service delivery role, preferably within a technology or product-focused environment.
• Strong analytical skills with proficiency in data analysis and reporting tools (e.g., SQL, Excel, data visualization platforms like Tableau/Looker).
• Demonstrated ability to setup and manage complex operational workflows
• Excellent communication and stakeholder management skills, with the ability to effectively translate technical/operational findings into business-friendly insights.
• Experience collaborating directly with Product and Engineering teams.
• A meticulous approach to tracking, documentation, and process improvement.

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, and annual bonus, plus other benefits.

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.

Moniepoint is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.