REGIONAL OPERATIONS TEAM LEAD AT PACK'N'PAY

About Company:

Pack ‘N’ Pay is a product of CIC Integrated Services LTD. CIC was created as a wholesale store that supplies food to offshore catering companies to feed the offshore workers. Pack ’N’ Pay was created as a product that would leverage technology to solve the problems of retailers and wholesalers.

Job Description:

• Field Supervision: Supervise agents during field operations, ensuring daily deployment to assigned locations and active user engagement.

• Daily Briefings & Motivation: Conduct daily check-ins with agents, communicate deployment plans, KPIs, and targets, and motivate field teams for consistent performance.

• Performance Monitoring: Monitor real-time agent performance across Western states, resolving operational issues promptly to minimize disruptions.

• Logistics Coordination: Support efficient dispatch and delivery activities, ensuring timeliness, accuracy, and cost-effectiveness while escalating bottlenecks to HQ when needed.

• Process Compliance: Enforce adherence to SOPs, company policies, safety standards, and regulatory requirements.

• Quality Assurance: Verify accurate user data capture, onboarding compliance, and correctness of app updates and field submissions.

• On-Ground Support: Provide direct assistance to agents, resolving technical, user, or logistical challenges in the field.

• Reporting & Tracking: Consolidate daily/weekly reports from agents, highlight performance gaps, and submit comprehensive reports on operations, logistics, and compliance to the Operations Lead.

• Regional Coordination: Supervise and coordinate Osusu’s activities across Lagos and Western states, ensuring alignment with HQ strategies and priorities.

• Escalation Management: Serve as the second-level escalation point for field challenges, liaising with HQ departments (Operations Lead, Sales, HR, Finance) for resolution.

• Compliance & Spot Checks: Conduct regional spot checks and audits to ensure high compliance with Osusu’s standards.

• Feedback & Insights: Gather insights from agents and users to improve acquisition, retention, and satisfaction, providing recommendations to HQ.

• Continuous Improvement: Identify inefficiencies and propose actionable improvements to strengthen operations and customer experience.

• Enterprise Sales Support: Collaborate with the Sales team to support enterprise opportunities, leveraging field insights to drive growth.

Requirements:

• Strong leadership and people-management skills.

• Excellent communication, stakeholder management, and conflict-resolution abilities.

• Solid reporting and data-analysis capabilities (Excel, dashboards, field tracking tools).

• Problem-solving mindset and ability to act under pressure.

• High attention to detail with strong process compliance orientation.

• Ability to coach, mentor, and motivate field teams.

• Experience managing field logistics (advantageous).

• Proficiency with mobile reporting tools and basic office software.

• Flexibility to work irregular hours when required by field demands.

Qualifications and Skills:

Education

• Bachelor’s Degree in Business Administration, Management, Operations, or related field.

Experience

• Minimum 3 years experience in field operations, agent networks, logistics coordination, or regional management.

• Experience in FMCG, fintech, distribution, or agent-based models is preferred.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should forward their CV to: hr@packnpay.com.ng using the position as subject of email.