Head, Sales Capability

Lagos, Nigeria·Posted today

fintech

About us Ranked in 2024 by the Financial Times, Moniepoint is Africa’s fastest-growing fintech, trusted by over 10 million business and individual accounts and processing billions of Naira in transactions monthly. Our mission is to enable financial happiness for every African, everywhere.   About Moniebook The all-in-one business management software for retail and restaurant businesses. We sell, track inventory, manage bookkeeping, and accept payments — all from one platform. Offline-first, mobile-ready, and built for how Nigerian businesses actually operate. For more info https://moniepoint.com/moniebook   Job Title: Head, Sales Capability Department: Moniebook Reports to: General Manager Location: Lagos, Nigeria (Hybrid Model)   About this role The Head, Sales Capability owns the performance and excellence of our field teams. In this role, you’ll lead the strategy to make our field force world-class, ensuring they represent our brand with mastery and deliver exceptional service. This role focuses on two critical priorities: ensuring top-tier implementation quality on the ground and running a tight, structured feedback loop between our field teams and our Product team so we’re always building what our users actually need.   Responsibilities <ul class="ul1" style="text-align: justify;"> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead and Grow Teams: Direct and mentor our training, quality assurance, and product feedback leads, building a high-performing enablement sub-function.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Own Operational Standards: Establish, monitor, and scale our field certification, Customer Satisfaction (CSAT), and Service Level Agreement (SLA) standards to keep service quality high.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bridge Field and Product: Architect and run a structured, continuous "voice of the field" loop into our Product team, ensuring real-world user and field insights directly shape the product roadmap.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Set Enablement Priorities: Define and execute strategic roadmap priorities across all three pillars of our capability model: training, quality, and product feedback.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner with Leadership: Deliver regular, transparent, and data-driven reporting on field quality and capability trends to the General Manager, turning insights into business decisions.</li> </ul>   Experience & Background <ul class="ul1" style="text-align: justify;"> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Required Experience: Typically 8+ years of experience in enablement, operations, quality assurance, or field operations management.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Track Record: Proven track record of building and scaling training or quality assurance functions, ideally within high-growth, fintech, or technology environments.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Leadership Experience: Demonstrated experience leading cross-functional initiatives and influencing stakeholders across product, operations, and commercial teams.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Preferred Experience: Experience implementing or managing digital learning platforms, customer experience tools, or CRM systems.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Industry Background: Background working in fast-paced, regulated industries (e.g., payments, banking, digital finance) is preferred.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Education: Master's degree or professional certification in business, human resources, or operational management is preferred.</li> </ul>   Skills & Competencies <ul class="ul1" style="text-align: justify;"> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Systems Thinker: You connect training and quality directly to commercial success, balancing structures with real-world operational challenges.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Pragmatic Scalability: You build for scale, but start with what's real today. You understand the realities of the streets and design solutions that actually work for our teams on the ground.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Grit & Continuous Improvement: You know how to take one step at a time, building momentum through iterative learning and fast feedback cycles.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Natural Connector: You easily build bridges across teams, speaking clearly and helping product and business functions work together effortlessly.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Clarity & Simplicity: You cut through complexity, write simple processes, and don’t rely on corporate jargon to get things done.</li> </ul>   What success looks like in this role <ul class="ul1" style="text-align: justify;"> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">High Customer Satisfaction: Field team interactions consistently maintain a CSAT score at or above 95 percent.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Rigorous Preparation: 100 percent of field agents are successfully certified before starting any field-facing activity.</li> <li class="li1" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Sustained Operational Quality: A measurable reduction in customer complaints per 1,000 interactions, with a high and rapid rate of feedback closure.</li> </ul>   Why join us <ul class="ul1"> <li class="li1" style="text-align: justify; line-height: 1; font-family: arial, helvetica, sans-serif; font-size: 12pt;">Competitive compensation, benefits, and career growth opportunities. </li> <li class="li1" style="text-align: justify; line-height: 1; font-family: arial, helvetica, sans-serif; font-size: 12pt;">A collaborative and supportive work culture dedicated to professional development and continuous learning. </li> </ul>

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