Country Operations Manager

As we continue to expand we are seeking an experienced Country Operations Manager to lead the day-to-day operations across our offices in Lagos (main office), Abuja and Port Harcourt.

This is a key executive leadership role responsible for leading the operational execution of HFM Nigeria across eight business functions and managing a workforce of 50+ employees through a team of department heads. The successful candidate will drive operational excellence, business performance, process automation, commercial execution, and cross-functional collaboration while ensuring the successful delivery of the company's strategic objectives.

This role will play a critical part in supporting the continued growth, scalability, and long-term success of HFM Nigeria.

• Lead the day-to-day operations across the Nigeria offices, ensuring efficiency, consistency and high service standards.
  
• Provide leadership, direction and coaching to department managers, fostering accountability, collaboration and a high-performance culture.
  
• Drive operational excellence by simplifying, automating and continuously improving business processes across the organisation.
  
• Coordinate cross-functional teams to successfully deliver strategic initiatives, operational projects and business priorities.
  
• Monitor operational and commercial KPIs through dashboards and management reporting, ensuring business objectives and service levels are consistently achieved.
  
• Oversee the operational performance of the business, identifying opportunities to improve productivity, service quality, cost efficiency and overall business performance.
  
• Partner with commercial leadership to optimise the client and affiliate acquisition journey, improve activation, conversion, first-time deposits, net deposits and client retention through operational improvements.
  
• Review the effectiveness of all acquisition channels, including Affiliate, Digital, Organic, and Direct, ensuring operational processes maximise conversion and client experience.
  
• Oversee client onboarding, KYC, payment operations and operational support, ensuring a seamless and efficient client journey.
  
• Manage office administration, facilities, infrastructure coordination, procurement and vendor relationships to ensure business continuity across all Nigeria locations.
  
• Identify operational risks, implement effective controls and ensure compliance with internal policies and operational standards.
  
• Support the implementation of new products, systems, automation initiatives and office expansion projects.
  
• Collaborate closely with local leadership and international teams to align priorities, improve execution and share operational best practices.
  
• Prepare executive reports and performance analysis to support business planning and strategic decision-making.
  
• Champion a culture of continuous improvement, innovation, operational excellence and exceptional client service.
  

Requirements

• Bachelor's Degree in Business Administration, Finance, Operations Management, Economics or a related field (Master's Degree is an advantage).
  
• Minimum 7 years' management experience within Financial Services, FinTech, Banking, Payments or another regulated industry.
  
• Proven experience leading multi-functional operational teams and managing complex business operations.
  
• Experience managing senior managers and large operational teams in a fast-paced environment.
  
• Strong commercial awareness with the ability to improve operational performance, client acquisition, conversion and retention through process optimisation.
  
• Strong understanding of operational governance, risk management and process optimisation.
  
• Demonstrated ability to lead organisational change, business transformation and continuous improvement initiatives.
  
• Excellent leadership, communication, stakeholder management and people development skills.
  
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
  
• Experience working with CRM platforms, operational reporting tools and business performance dashboards.
  
• Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint.
  
• Experience with Jira, Confluence or similar project management tools is considered an advantage.
  
• Professional certifications such as PMP, PRINCE2, Lean Six Sigma or Agile are considered an advantage.
  
• Self-motivated, highly organised and capable of managing multiple priorities in a dynamic and fast-paced environment.
  

Benefits