About the Role
Tokiye Integrated Medical Services is seeking a strategic and results-driven Head of Operations and Customer Experience to elevate our service delivery and operational excellence. In this pivotal leadership role, you will oversee day-to-day branch operations, vault management, digital channels, and customer satisfaction agendas to ensure compliance with Nigerian regulatory standards and international best practices.
Key Responsibilities- Oversee daily branch activities, account onboarding, and transaction processing to ensure adherence to approved turnaround times and regulatory policies.
- Manage comprehensive cash operations, vault security, dual-control procedures, and regular reconciliations.
- Drive the corporate customer experience strategy, resolving complex complaints and eliminating service friction across digital and physical channels.
- Enforce strict KYC compliance, anti-money laundering protocols, and robust internal controls alongside risk management teams.
- Supervise back-office treasury functions, digital banking operations, and continuous process improvements for maximum cost efficiency.
- Lead, mentor, and evaluate the operations team to foster a high-performance culture focused on integrity and accuracy.
- Bachelor's degree in Business Administration, Finance, Economics, Accounting, or a related field; a relevant postgraduate degree is a distinct advantage.
- Mandatory professional certification or membership with a recognized financial body such as CIBN.
- Minimum of 10 years of professional experience, including at least 5 years in financial services, microfinance, or retail banking operations.
- Demonstrated expertise in a supervisory or management role overseeing branch logistics, cash administration, and regulatory compliance (CBN/NDIC).
- Exceptional leadership, problem-solving, and analytical competencies with uncompromising attention to detail.
- Competitive salary with performance-based incentives.
- Comprehensive health insurance coverage for employee and dependents.
- Opportunities for professional development and continuous executive education.
- A dynamic work environment dedicated to raising healthcare and service standards in Nigeria.