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Key Responsibilities
 

• Provide direct oversight of all branches, ensuring consistent adherence to CBN-approved operating procedures, service standards, and internal controls.
• Develop and enforce standardized branch operations manuals and SOPs replicable across existing and new branches.
• Oversee all back-office functions including payments, loan disbursements, account maintenance, reconciliations, vault management, and cash-in-transit, ensuring accuracy and full audit trail integrity.
• Manage the operational readiness process for new branch openings, covering premises, equipment, staffing, systems, and CBN branch licensing.
• Set and enforce service quality standards across all customer touchpoints — branch, phone, and digital channels — in line with CBN Consumer Protection Framework requirements.
• Manage the Bank’s formal complaints handling process, ensuring all complaints are logged, resolved, and reported within CBN-prescribed timelines.
• Ensure KYC/CDD, BVN/NIN verification, and customer onboarding processes are compliant, efficient, and scalable.
• Oversee the day-to-day availability, performance, and integrity of the core banking application across all branches, managing relationships with the CBS vendor and IT service providers.
• Develop a technology scalability roadmap aligned with branch expansion plans and National MFB license requirements.
• Oversee digital and alternative channels (mobile banking, USSD, agency banking, ATM/POS), ensuring security, availability, and fraud monitoring.
• Collaborate with the Risk & Compliance Officer to embed operational risk practices across all branches, including incident reporting, root-cause analysis, and control gap remediation.
• Implement and monitor maker-checker controls, dual-authorization frameworks, and fraud prevention measures across all operational processes.
• Develop, test, and maintain a Business Continuity Plan (BCP) and IT Disaster Recovery Plan (DRP) for all branches and critical systems.
• Oversee procurement, facilities management, and third-party service provider contracts across all branches, ensuring value for money and policy compliance.
• Ensure all operational processes comply with CBN MFB Regulatory Guidelines, AML/CFT/KYC rules, payment system regulations, and NDPA 2023.
• Monitor CBN circulars for operational implications and ensure timely implementation of required changes.
• Build, lead, and develop a disciplined, high-performing operations team with clear accountability structures scalable to a multi-branch National MFB.
• Provide operational input into strategic planning, branch expansion feasibility, digital channel launches, and new product implementations.
• Collaborate with EXCO members to ensure integrated decision-making and smooth execution of the Bank’s growth strategy.
• Work collaboratively with other EXCO members to achieve integrated decision-making and smooth implementation of strategy.
   

Requirements

• Bachelor’s degree in Banking & Finance, Business Administration, Economics, Accounting, or a related field. MBA or postgraduate degree is an advantage.
• CIBN membership, PMP/PRINCE2, or CISA certification is an added advantage.
• Minimum of 7–10 years in banking or financial services operations, with at least 3–4 years in a senior operations or branch management leadership role.
• Demonstrated experience in a Microfinance Bank, retail bank, or multi-branch deposit-taking institution strongly preferred.
• Proven track record in designing and scaling operational processes, SOPs, and internal controls in a growing financial institution.
• Hands-on experience with core banking systems (e.g., Flexcube, Temenos, Mifos, or comparable MFB platforms).
• Deep knowledge of CBN MFB regulatory requirements, payment system rules (NIBSS, NIP, NEFT), and AML/CFT/KYC operational obligations.
• Strong process design capability; ability to build and replicate scalable SOPs and control frameworks across multiple branches.
• Sound understanding of operational risk, internal controls, and fraud prevention in a banking environment.
• Excellent leadership, organizational, and people management skills; ability to hold staff accountable and develop talent at all levels.
• High integrity, attention to detail, calm under pressure, and sound operational judgment.
• Proficiency in MS Office; familiarity with core banking MIS and operations dashboards is an advantage. Excellent communication, interpersonal, and networking skills.

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Key Responsibilities:

• Develop and maintain the Risk Management Framework, risk appetite statement, and enterprise risk register in line with CBN MFB Guidelines and Prudential Guidelines, ensuring scalability for National license operations.
• Identify, assess, and monitor key risks — credit, operational, liquidity, market, compliance, strategic, and reputational — across all branches and business lines.
• Conduct periodic stress testing and scenario analysis on growth, branch expansion, and new product initiatives; present findings and recommendations to Management and the Board Risk Committee.
• Maintain credit risk policies covering underwriting standards, concentration limits (by product, sector, geography, and obligor), portfolio quality monitoring (PAR, NPLs, roll rates, recoveries), and CBN-compliant provisioning and write-off processes.
• Develop and implement a risk-based internal audit plan covering all branches, business lines, and support functions; ensure independent, objective execution and timely reporting of findings to Management and the Board Audit Committee.
• Conduct periodic audits of financial controls, credit processes, branch operations, IT systems, and compliance with internal policies and CBN regulations.
• Track and report on the status of all audit findings; ensure management responses are adequate and that agreed remediation actions are implemented within committed timelines.
• Support external audits and CBN examination processes, coordinating management responses and driving timely closure of all findings.
• Monitor and ensure full compliance with all applicable regulatory requirements including CBN MFB Guidelines, Prudential Guidelines, BOFIA 2020, AML/CFT Regulations, KYC/CDD requirements, CBN Consumer Protection Framework, and NDPA 2023.
• Act as the Bank’s designated Compliance Officer and AML/CFT Reporting Officer, overseeing Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), sanctions screening, transaction monitoring, and filing of STRs and CTRs to the NFIU.
• Coordinate all CBN regulatory examinations and inspections; ensure timely, accurate regulatory reporting and proactive closure of all regulatory findings.
• Proactively track and prepare for National MFB license requirements covering risk governance, capital adequacy, and enhanced compliance standards.
• Design and maintain a standardized internal control framework replicable across all existing and new branches.
• Develop, update, and enforce risk, compliance, and operational policies, SOPs, and process manuals; conduct periodic spot checks and branch visits to verify consistent implementation.
• Review new products, channels, and expansion initiatives for risk, control, and regulatory compliance implications, providing clear advisory input before launch.
• Prepare and present comprehensive risk, audit, and compliance reports to Management and the Board/Board Committees; support the effective functioning of the Management Risk Committee, Credit Committee, and ALCO.
• Provide risk and compliance input strategic planning, particularly around branch expansion, product diversification, digital channels, and the National license transition roadmap.
• Develop and deliver regular training on risk management, AML/CFT, KYC, and internal controls; promote a strong culture of compliance, ethics, and risk ownership at all levels.

Requirements

• Bachelor’s degree in Finance, Accounting, Economics, Business Administration, Law, or Risk Management.
• Relevant professional certifications are a strong advantage: CRMS or CBN-recognized risk certification, ACA/ACCA, ACAMS or equivalent AML/CFT certification, CIA, or CISA.
• Minimum of 7–10 years of progressive experience in risk management, internal audit, compliance, or internal control within a Nigerian financial institution; Microfinance Bank or retail bank experience strongly preferred.
• Demonstrated experience designing or significantly upgrading risk, audit, and compliance frameworks in a growing or multi-branch environment.
• Strong working knowledge of CBN regulations for MFBs, including the distinction between State and National MFB license requirements.
• Strong grasp of enterprise risk management across credit, operational, liquidity, market, compliance, and reputational risk dimensions.
• Sound credit analysis and portfolio management skills in micro, SME, and retail lending contexts.
• Excellent analytical, investigative, and problem-solving abilities; high integrity and independence of judgment.
• Ability to build scalable processes, controls, and frameworks and influence senior management and cross-functional teams.
• Strong written and verbal communication skills, including Board-level reporting.

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