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5 Nov 2019

Full-time Branch International: Operations Director Recruitment

Branch International – Posted by Nigeria Job bucket Staff Lagos, Lagos, Nigeria

Job Description

Branch delivers world-class financial services to the mobile generation. With offices in San Francisco, Lagos, Mexico City, Mumbai and Nairobi, Branch is a for-profit socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone, everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility.

The Job : Operations Director

Job Status: Full Time Job,Graduate/Exp

Remuneration: Attractive,

Location: Nigeria

Job Profile

The Operations Director will be responsible for managing the day-to-day Customer Success operations in our Lagos office, including Customer Service, Loan Review, Loan Servicing and Quality Assurance. In this role, you will balance executing operational excellence with strategic planning for the various Customer Success departments. This role reports to the Nigeria General Manager.

Key Responsibilities

Operations Management

  • Manage the Loan Review, Customer Solutions and Collections Managers, including regular one-on-one meetings, performance reviews and coaching
  • Regularly monitor team performance and key results and produce reports for Leadership
  • Collaborate with Product, Engineering, Data Science and other departments to drive process and product developments that improve the Branch customer experience
  • Communicate frequently with the Customer Success teams in other regions to improve the customer experience, as well as internal Customer Success processes
  • Recruit the best talent for Branch, working alongside People Operations and the Customer Success
  • Managers to set key metrics to measure employee performance
  • Serve as the first point of escalation for system issues; support Product and Engineering teams in issue diagnosis and reporting
  • Facilitate discussions on budgeting with the Customer Success teams

Process Improvement and Efficiency



  • Maintain team documentation and develop detailed playbooks that drive repeatable processes across all countries in which Branch operates
  • Manage relationships with third party vendors, such as payments and messaging platforms
  • Identify product improvements and third party solutions for Customer Success tools, such as reporting and Customer Service tools
  • Identify process improvements across workflows, units and work closely with the General Manager to scale process solutions identified across functions.



  • Bachelor’s degree required
  • 3-5 years consulting / MBA/ Operations or similar experience leading large operations
  • Analytical, with strong Excel and data management skills; SQL skills a big plus
  • Results driven, can work both independently and within a team. Possesses strong organization and time management skills alongside interpersonal skills
  • Experience managing, coaching and coordinating high performing teams across functions
  • Highly entrepreneurial and is action oriented comfortable with ambiguity and taking initiative
  • Strong communication and presentation skills; able to distill complex data into digestible insights
  • Can communicate across levels, facilitate both high level and operational business meetings
  • Sound business judgment and data driven decision making skills
  • Thrives in fast paced environments, and can work effectively with a multicultural team across countries and departments
  • Great collaborator and excellent simplifier — you’re constantly pushing toward clarity and delivery

Benefits of Joining

Working with a smart team across countries to make scalable impact
Premium Medical Benefits
Pension Benefits
Life Insurance
Competitive Paid Time Off
Competitive Pay
Weekly Lunch

How To Apply

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Job Categories: Management Jobs In Nigeria. Job Types: Full-time. Job Tags: Branch International recruitment and Operations Director Recruitment. Salaries: N400,000 - N600,000.


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