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Head, POS Repair Operations
Head, POS Repair OperationsMoniepoint Inc. • Lagos, Nigeria
Head, POS Repair Operations

Head, POS Repair Operations

Moniepoint Inc. • Lagos, Nigeria
30+ days ago
Job description

Job title : Head, POS Repair Operations

Job Location : Lagos

Deadline : January 02, 2026

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About The Role

  • We are seeking a highly strategic, execution-driven Head of Operations to lead and scale Moniepoint's nationwide repair network. You will be accountable for driving operational efficiency and quality across all repair centers, building high-performing, accountable teams (Repair Technicians, QAs, Inventory Officers, Packaging Officers, Regional Leads), and delivering sustainable, cost-effective growth. The role requires a data-driven operator who can design and implement scalable processes, translate business requirements into actionable plans, and align cross-functional stakeholders (Product, Engineering, Procurement, Facilities, OEMs) to deliver measurable outcomes.

    • Key Responsibilities

    Operational Leadership & Escalation Management

  • Oversee day-to-day repair operations across all centers, ensuring SLA compliance and service quality.
  • Act as the escalation point for major operational issues (e.g., faulty terminals backlog, faulty returns, spare parts shortages).
  • Maintain and update SOPs for repairs, quality control, inventory flows, and packaging operations.
  • Ensure consistent execution across all regions, with structured reviews and accountability frameworks.

    • Network Expansion & Capacity Planning

  • Lead the rollout of new repair centers and regional hubs, ensuring space, staffing, tools, and equipment readiness.
  • Oversee recruitment, onboarding, and training for technicians, QAs, inventory officers, packaging officers, and regional leads.
  • Forecast demand, align repair capacity with terminal backlog, and dynamically adjust staffing and resources.

    • Process Design & Continuous Improvement

  • Design and optimize workflows for repairs, spare parts & terminals inventory management, packaging, and quality testing in sync with the Product Manager.
  • Identify bottlenecks, inefficiencies, and quality issues; implement corrective actions and automation where possible.
  • Collaborate with the Product Manager to introduce tools that increase visibility, automate manual flows, and improve reliability.

    • Quality & Customer Impact

  • Monitor return rates and repair quality, ensuring target thresholds are consistently achieved.
  • Lead RCA (Root Cause Analysis) for recurring or high-volume faults, driving preventive improvements.
  • Partner with the regional leads & QA teams to ensure quality checks are effective and prevent avoidable rework.
  • Implement recovery processes for misused spare parts, inaccurate repairs, or returns due to QA negligence.

    • Team Development & Leadership

  • Lead and mentor a distributed team of repair technicians, QAs, inventory officers, packaging officers, and regional leads in collaboration with the Hardware Engineering team.
  • Set clear expectations, monitor daily / weekly outputs, and review performance against KPIs.
  • Foster a culture of ownership, accountability, and continuous learning across all repair centers.
  • Coach team members to develop leadership capabilities and improve quality and execution.

    • Stakeholder & Partner Management

  • Build and maintain relationships with OEMs, vendors, logistics providers, and procurement partners.
  • Collaborate with Distribution Network, Procurement, Facilities, Product, and Hardware Engineering teams to support operational efficiency.
  • Act as the operational voice in cross-functional discussions, aligning execution with business strategy.

    • Data, Reporting & Insights

  • Deliver structured performance updates, RCA reports, and operational metrics to stakeholders.
  • Ensure all resolution processes are compliant with internal policies and external regulatory expectations.
  • Provide full visibility into inventory balances, spare parts flows, and repair performance trends.
  • Define and track KPIs for different teams across the repair network.

    • Key Performance Indicators (KPIs) - Repair Operations

    KPI

    Description

    Repair Throughput

  • ?90% of weekly repair & QA review targets achieved across centers.
  • Customer Satisfaction (CSAT)
  • Maintain an average CSAT score of 85% or higher.
  • Return Rate Control
  • Maintain >

    • 98% 7-day survival rate and ?4% 30-day early fault rate.

  • Spare Parts Efficiency
  • Track and optimize spare parts usage; ?5% variance between forecasted and actual usage.
  • Inventory & Audit
  • Conduct and present comprehensive monthly terminals & tools audit (with actionable findings).
  • Training & Development
  • Structured training sessions for RTs, QAs, and IOs held at least monthly.
  • Network Expansion & Strategy
  • Drive improved analytics to forecast repair volumes, parts demand, and potential delays, reducing unplanned disruptions.

    • Expected Outcomes

  • Consistent reduction in return and rework rates (meeting defined center targets).
  • Improved customer satisfaction through faster, quality, and improved repair & packaging.
  • Optimised spare parts & tools usage and reduced avoidable costs through better tracking and controls.
  • Measurable recovery of losses from incorrect repairs, misallocated parts, or process errors.
  • A skilled and performance-driven operations team with clear ownership and SOP adherence.

    • Core Competencies

  • Operational excellence : Expert at running high-volume, distributed repair and inventory operations reliably and efficiently.
  • Problem solving : Strong analytical mindset; uses data to diagnose root causes and implement permanent fixes.
  • Leadership & Mentoring : Proven ability to build and hold accountable multi-level teams (RTs, QAs, IOs, POs, regional leads).
  • Collaboration : Works closely with Product, Engineering, Procurement, Facilities, and Vendors to deliver outcomes.
  • Customer & quality focus : Embeds QA controls and preventive checks to reduce field failures and improve service experience.
  • Inventory & logistics management : Skilled at spare-parts lifecycle management, warehouse-to-center coordination, inventory flows, and logistics planning.
  • Data literacy & reporting : Experienced in data analytics, monitoring dashboards, and performance reviews; can translate metrics into actionable improvements.
  • Communication & escalation : Clear communicator who manages escalations and aligns expectations across internal / external parties.
  • Accountability : Ownership mentality with a strong focus on follow-through and meeting targets.

    • Job Requirements

  • Bachelor's degree in Engineering, Business, Operations, or a related field.
  • 610 years experience in operations management, ideally in hardware repair, field service, manufacturing, or large-scale technical support networks.
  • 3+ years in a people-management or team-lead role with proven execution at scale.
  • Solid understanding of repair workflows, spare parts lifecycle, inventory reconciliation, warehouse operations, and logistics planning.
  • Strong Excel skills. Hands-on experience with operational metrics, SLA management, and dashboarding (Power BI / Tableau / Looker or equivalent).
  • Comfortable with frequent travel to repair centers and hands-on problem solving in the field.
  • Experience with POS / embedded device repair ecosystems or consumer electronics.
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    Head • Lagos, Nigeria

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