Business Unit Operations Lead

Who we are

Fido empowers millions across Africa to take control of their finances with ease. As a leader in cutting-edge financial technology, Fido clears the way for building credit, securing instant loans, making smart investments, and obtaining tailored insurance. No banker’s hours, no hidden fees - just endless opportunities.

From city centers to rural communities, Fido is breaking barriers and creating financial freedom, providing access to innovative tools and services that foster growth and empowerment. By leveraging advanced technology, Fido is shaping a future of opportunity and financial inclusion across the continent.

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Join the team and be a part of leading this transformative change, driving impact where it matters most.

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The Business Unit Operations Lead is responsible for overseeing the day-to-day performance, alignment, and efficiency of all functional teams within the Business Unit. This includes leadership of team leads across customer engagement, document labelling, and product liaison functions. The role ensures smooth coordination across operations, monitors KPIs, and implements initiatives to drive product adoption, customer satisfaction, and internal process excellence. The incumbent will also be responsible for overseeing the operationalization of partnership agreements, including data sharing processes, execution of go-to-market strategies, and alignment of internal resources to meet partnership deliverables.

• Lead and manage Team Leads for Customer Engagement, Document Labelling roles
• Set and monitor operational KPIs, ensuring performance targets are met or exceeded
• Review weekly performance dashboards and initiate corrective action plans where necessary
• Ensure all teams are prepared for new product launches and ongoing changes
• Coordinate the execution of partnership agreements, including data sharing workflows and go-to-market plans
• Serve as the escalation point for operational challenges within the Business Unit
• Champion continuous improvement efforts across all BU processes
  

Key Performance Indicators (KPIs):

• Team KPI Achievement Rate: At least 90% of teams under BU Ops Lead meet monthly KPIs
• Escalation Closure Time: 95% of internal escalations resolved within 48 hours
• Operational Reporting Timeliness: Submit monthly BU report to Head of Business Unit by the 3rd working day each month
• Team Sync Frequency: Hold at least 1 structured sync per week with all direct reports
• Product Launch Readiness Score: Achieve 100% readiness (training, process, tools) before product go-live
• Partnership Execution Milestones: 100% of operational partnership deliverables (data sharing, GTM, reporting) executed within agreed timelines
• Process Improvement Initiatives: Lead or contribute to at least 1 operational improvement initiative per quarter
  

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• Proven experience (5+ years) in operations management, preferably within a cross-functional business unit or tech-driven environment
• Strong leadership skills with a track record of managing and developing high-performing teams
• Demonstrated ability to set, track, and achieve KPIs across multiple functions
• Experience coordinating cross-departmental initiatives, including product launches and partnership executions
• Excellent problem-solving and decision-making skills; comfortable serving as an escalation point
• Skilled in operational planning, performance reporting, and process optimization
• Strong project management skills with the ability to manage multiple priorities simultaneously
• Exceptional communication and stakeholder management skills
• Detail-oriented, highly organized, and proactive in driving continuous improvement
• Comfortable working in a fast-paced, evolving environment with shifting priorities
• Bachelor's degree in Business Administration, Operations Management, or a related field (MBA is a plus)

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