Senior Operations and Compliance Manager

This is a fully remote position, open to applicants in Nigeria.

📋 Description

• Deliver strategic and cohesive leadership across all internal operational sectors, including Finance, Client Support, Desk Operations, and Session Monitoring.

• Implement rigorous organizational Service Level Agreements (SLAs) to ensure 90% service tier adherence and a 95% success rate for live sessions.

• Oversee and carry out the internal Session Monitoring & Compliance Audit Framework to enhance platform metrics and prevent operational drift.

• Perform systematic daily and monthly audits of active customer service chats via Zoho Desk and WhatsApp to guarantee a professional tone, proper formatting, and high-resolution quality.

• Examine, confirm, and audit session monitoring records, tutor logs, and QA feedback measures to maintain 100% data accuracy for payroll validation.

• Guide the shift from fixed staffing schedules to flexible, data-informed hybrid scheduling models using predictive session analytics.

• Enhance peak staffing coverage during critical high-volume periods to sustain risk-free monitor-to-session ratios.

• Gather operational metrics to provide weekly trend logs and detailed monthly insight reports.

• Act as the main escalation contact for urgent system alerts, technical failures, and high-level client or parent disputes.

• Develop, implement, and safeguard all automated dashboards, KPI frameworks, and operational assets as exclusive corporate intellectual property.

• Maintain complete neutrality, professional diplomacy, and institutional fairness throughout operational workforce interactions.

⛳️ Requirements

• A Bachelor’s degree in Business Administration, Operations Management, Finance, or a related field (Master’s degree or MBA is an advantage).

• Professional certifications in Operations, Compliance, or Risk Management are highly beneficial.

• At least 3+ years of progressive leadership experience overseeing complex operations or compliance teams.

• Proven experience in blue-chip companies, global customer support centers, or digital-first EdTech environments.

• Demonstrated expertise in managing fully remote, distributed teams across various global time zones.

• Extensive experience in designing, implementing, and analyzing compliance scoring systems, audit matrices, and automated data dashboards.

🏝️ Benefits

• 400,000 Naira monthly salary.

• Performance-based bonuses awarded solely at the CEO's discretion, contingent upon innovative cost-saving measures and error-free auditing logs.

• Fully remote and flexible work environment.

• 14 days of Paid Annual Leave.

• 5 days of Unpaid Annual Leave.

• 5 days of Paid Sick Leave.

• Up to 12 weeks of comprehensive Maternity Leave (structured as 4 weeks unpaid pre-natal and 8 weeks fully paid post-natal) or 2 weeks of Paternity Leave when applicable.

• Opportunities for career growth and professional development.