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.

What We Do

At Moniepoint, we are a customer-focused community, dedicated to crafting solutions that redefine our industry. We have several products that provide essential services for businesses, such as credit, overdrafts, etc. We leverage artificial intelligence and data to make our decisions but also have the technology and data-driven best practices used to support our businesses.

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

About the Role

We are seeking a highly strategic, execution-driven Head of Operations to lead and scale Moniepoint’s nationwide repair network. You will be accountable for driving operational efficiency and quality across all repair centers, building high-performing, accountable teams (Repair Technicians, QAs, Inventory Officers, Packaging Officers, Regional Leads), and delivering sustainable, cost-effective growth. The role requires a data-driven operator who can design and implement scalable processes, translate business requirements into actionable plans, and align cross-functional stakeholders (Product, Engineering, Procurement, Facilities, OEMs) to deliver measurable outcomes.

Key Responsibilities

Operational Leadership & Escalation Management

• Oversee day-to-day repair operations across all centers, ensuring SLA compliance and service quality.
• Act as the escalation point for major operational issues (e.g., faulty terminals backlog, faulty returns, spare parts shortages).
• Maintain and update SOPs for repairs, quality control, inventory flows, and packaging operations.
• Ensure consistent execution across all regions, with structured reviews and accountability frameworks.

Network Expansion & Capacity Planning

• Lead the rollout of new repair centers and regional hubs, ensuring space, staffing, tools, and equipment readiness.
• Oversee recruitment, onboarding, and training for technicians, QAs, inventory officers, packaging officers, and regional leads.
• Forecast demand, align repair capacity with terminal backlog, and dynamically adjust staffing and resources.

Process Design & Continuous Improvement

• Design and optimize workflows for repairs, spare parts & terminals inventory management, packaging, and quality testing in sync with the Product Manager.
• Identify bottlenecks, inefficiencies, and quality issues; implement corrective actions and automation where possible.
• Collaborate with the Product Manager to introduce tools that increase visibility, automate manual flows, and improve reliability.

Quality & Customer Impact

• Monitor return rates and repair quality, ensuring target thresholds are consistently achieved.
• Lead RCA (Root Cause Analysis) for recurring or high-volume faults, driving preventive improvements.
• Partner with the regional leads & QA teams to ensure quality checks are effective and prevent avoidable rework.
• Implement recovery processes for misused spare parts, inaccurate repairs, or returns due to QA negligence.

Team Development & Leadership

• Lead and mentor a distributed team of repair technicians, QAs, inventory officers, packaging officers, and regional leads in collaboration with the Hardware Engineering team.
• Set clear expectations, monitor daily/weekly outputs, and review performance against KPIs.
• Foster a culture of ownership, accountability, and continuous learning across all repair centers.
• Coach team members to develop leadership capabilities and improve quality and execution.

Stakeholder & Partner Management

• Build and maintain relationships with OEMs, vendors, logistics providers, and procurement partners.
• Collaborate with Distribution Network, Procurement, Facilities, Product, and Hardware Engineering teams to support operational efficiency.
• Act as the operational voice in cross-functional discussions, aligning execution with business strategy.

Data, Reporting & Insights

• Deliver structured performance updates, RCA reports, and operational metrics to stakeholders.
• Ensure all resolution processes are compliant with internal policies and external regulatory expectations.
• Provide full visibility into inventory balances, spare parts flows, and repair performance trends.
• Define and track KPIs for different teams across the repair network.

Key Performance Indicators (KPIs) - Repair Operations

KPI	Description
Repair Throughput	≥90% of weekly repair & QA review targets achieved across centers.
Customer Satisfaction (CSAT)	Maintain an average CSAT score of 85% or higher.
Return Rate Control	Maintain >98% 7-day survival rate and ≤4% 30-day early fault rate.
Spare Parts Efficiency	Track and optimize spare parts usage; ≤5% variance between forecasted and actual usage.
Inventory & Audit	Conduct and present comprehensive monthly terminals & tools audit (with actionable findings).
Training & Development	Structured training sessions for RTs, QAs, and IOs held at least monthly.
Network Expansion & Strategy	Drive improved analytics to forecast repair volumes, parts demand, and potential delays, reducing unplanned disruptions.

Expected Outcomes

• Consistent reduction in return and rework rates (meeting defined center targets).
• Improved customer satisfaction through faster, quality, and improved repair & packaging.
• Optimised spare parts & tools usage and reduced avoidable costs through better tracking and controls.
• Measurable recovery of losses from incorrect repairs, misallocated parts, or process errors.
• A skilled and performance-driven operations team with clear ownership and SOP adherence.

Core Competencies

1. Operational excellence: Expert at running high-volume, distributed repair and inventory operations reliably and efficiently.
2. Problem solving: Strong analytical mindset; uses data to diagnose root causes and implement permanent fixes.
3. Leadership & Mentoring: Proven ability to build and hold accountable multi-level teams (RTs, QAs, IOs, POs, regional leads).
4. Collaboration: Works closely with Product, Engineering, Procurement, Facilities, and Vendors to deliver outcomes.
5. Customer & quality focus: Embeds QA controls and preventive checks to reduce field failures and improve service experience.
6. Inventory & logistics management: Skilled at spare-parts lifecycle management, warehouse-to-center coordination, inventory flows, and logistics planning.
7. Data literacy & reporting: Experienced in data analytics, monitoring dashboards, and performance reviews; can translate metrics into actionable improvements.
8. Communication & escalation: Clear communicator who manages escalations and aligns expectations across internal/external parties.
9. Accountability: Ownership mentality with a strong focus on follow-through and meeting targets.

Job Requirements

• Bachelor’s degree in Engineering, Business, Operations, or a related field.
• 6–10 years experience in operations management, ideally in hardware repair, field service, manufacturing, or large-scale technical support networks.
• 3+ years in a people-management or team-lead role with proven execution at scale.
• Solid understanding of repair workflows, spare parts lifecycle, inventory reconciliation, warehouse operations, and logistics planning.
• Strong Excel skills. Hands-on experience with operational metrics, SLA management, and dashboarding (Power BI / Tableau / Looker or equivalent).
• Comfortable with frequent travel to repair centers and hands-on problem solving in the field.
• Experience with POS/embedded device repair ecosystems or consumer electronics.

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, an annual bonus, plus other benefits.

What to expect in the hiring process

• A preliminary phone call with the recruiter
• An interview with the hiring team.
• An interview with a member of our executive team.

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