Head of Operations, Onboarding & Retention Job at Moniepoint

Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale.

We are recruiting to fill the position below:

Job Position: Head of Operations, Onboarding & Retention

Job Location: Lagos
Reports to: SVP, Onboarding & Retention
Work mode: Hybrid

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.

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.