View Jobs at Kuda Bank |
Full Time |
Lagos |
Posted 7 months ago |
JOB TITLE: Vice President of Operations – (VP Ops)
JOB LOCATION: Lagos, Nigeria
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JOB DETAILS:
- As Vice President of Operations (VP Ops), you will drive operational excellence across Kuda’s core business functions. Reporting directly to the COO and serving as a key member of the executive team, you will lead the strategy and execution of our global operations, shaping the future of African fintech.
- You’ll oversee a team of 230+ employees across Customer Experience, Collections, Payments, Fraud, and Underwriting, ensuring seamless coordination and delivering exceptional customer experiences.
- By implementing cutting-edge automation, optimizing processes, and harmonizing fragmented operations, you’ll play a critical role in supporting Kuda’s rapid growth while maintaining efficiency and risk management.
- This is a transformative opportunity for a dynamic leader to make a significant impact in an organization that’s redefining financial access for millions of Africans.
Responsibilities
Strategic Leadership:
- Partner with the leadership team to develop and execute a global operations strategy aligned with business objectives.
- Lead operational planning and resource allocation across multiple regions.
- Manage multi-million dollar P&L for operational functions while driving efficiency and cost optimization.
- Establish and monitor KPIs across all operational teams.
Customer Experience Excellence:
- Design and implement customer service strategies to deliver exceptional experiences.
- Build and optimize customer support operations across multiple channels.
- Drive continuous improvement in customer satisfaction metrics.
- Innovate the customer journey using technology and data-driven insights.
Risk Management & Collections:
- Develop and execute effective collections strategies.
- Oversee fraud and underwriting teams to ensure aligned processes and regulatory compliance.
- Implement robust frameworks for managing operational risks.
Operational Systems & Technology:
- Lead the adoption of cutting-edge automation initiatives across operational functions.
- Implement and optimize operational management systems.
- Use analytics to enable data-driven decision-making and scalable processes.
Requirements
- 10+ years of progressive operations leadership experience, including 7+ years in fintech or banking.
- Proven ability to scale operations in high-growth environments.
- Deep understanding of financial services operations, preferably in African markets.
- Experience managing large, cross-functional teams across multiple geographies.
- Demonstrated expertise in automation and process optimization.
- Strong analytical, problem-solving, and stakeholder management skills.
Soft Skills:
- Exceptional leadership and negotiation skills.
- Thoughtful communicator with a strategic mindset.
- Passion for innovation, operational excellence, and delivering customer value.
Success Metrics:
- Cost Efficiency: Optimize the unit cost to serve.
- Process Automation: Minimize manual processes across operations.
- Customer Satisfaction: Drive improvements in customer satisfaction scores.
- Risk Management: Maintain a low loss rate through robust systems.
Benefits
At Kuda, our people are the heart of our business, so we prioritize your welfare. We offer a wide range of competitive benefits in areas including but not limited to:
- A great and upbeat work environment populated by a multinational team
- Pension
- Career development & growth
- Competitive annual leave plus bank holidays
- Competitive paid time off (Parental, Moving day, Birthday, Study leave etc)
- Group life insurance
- Medical insurance
- Well-fare package (Wedding, Compassionate and etc)
- Perkbox
- Goalr – employee wellness app
- Award winning L&D training
- We are advocates of work-life balance, working in a hybrid in office schedule.
HOW TO APPLY
To apply for the ongoing Kuda Bank job opening, visit the job APPLICATION PORTAL to submit your application!
Deadline: December 31, 2024
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Job Features
Job Category | Banking / Financial Services |
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