Country Operations Manager

About us:

HFM is an internationally acclaimed multi-asset broker, delivering cutting-edge trading platforms, investment products, and financial services to clients worldwide. We are committed to innovation, transparency, and operational excellence, continuously investing in technology and people to deliver an exceptional client experience.

As we continue to expand we are seeking an experienced Country Operations Manager to lead the day-to-day operations across our offices in Lagos (main office), Abuja and Port Harcourt.

This is a key executive leadership role responsible for leading the operational execution of HFM Nigeria across eight business functions and managing a workforce of 50+ employees through a team of department heads. The successful candidate will drive operational excellence, business performance, process automation, commercial execution, and cross-functional collaboration while ensuring the successful delivery of the company's strategic objectives.

This role will play a critical part in supporting the continued growth, scalability, and long-term success of HFM Nigeria.

Your role at HFM:

• Lead the day-to-day operations across the Nigeria offices, ensuring efficiency, consistency and high service standards.
• Provide leadership, direction and coaching to department managers, fostering accountability, collaboration and a high-performance culture.
• Drive operational excellence by simplifying, automating and continuously improving business processes across the organisation.
• Coordinate cross-functional teams to successfully deliver strategic initiatives, operational projects and business priorities.
• Monitor operational and commercial KPIs through dashboards and management reporting, ensuring business objectives and service levels are consistently achieved.
• Oversee the operational performance of the business, identifying opportunities to improve productivity, service quality, cost efficiency and overall business performance.
• Partner with commercial leadership to optimise the client and affiliate acquisition journey, improve activation, conversion, first-time deposits, net deposits and client retention through operational improvements.
• Review the effectiveness of all acquisition channels, including Affiliate, Digital, Organic, and Direct, ensuring operational processes maximise conversion and client experience.
• Oversee client onboarding, KYC, payment operations and operational support, ensuring a seamless and efficient client journey.
• Manage office administration, facilities, infrastructure coordination, procurement and vendor relationships to ensure business continuity across all Nigeria locations.
• Identify operational risks, implement effective controls and ensure compliance with internal policies and operational standards.
• Support the implementation of new products, systems, automation initiatives and office expansion projects.
• Collaborate closely with local leadership and international teams to align priorities, improve execution and share operational best practices.
• Prepare executive reports and performance analysis to support business planning and strategic decision-making.
• Champion a culture of continuous improvement, innovation, operational excellence and exceptional client service.
  
  

Requirements

• Bachelor's Degree in Business Administration, Finance, Operations Management, Economics or a related field (Master's Degree is an advantage).
• Minimum 7 years' management experience within Financial Services, FinTech, Banking, Payments or another regulated industry.
• Proven experience leading multi-functional operational teams and managing complex business operations.
• Experience managing senior managers and large operational teams in a fast-paced environment.
• Strong commercial awareness with the ability to improve operational performance, client acquisition, conversion and retention through process optimisation.
• Strong understanding of operational governance, risk management and process optimisation.
• Demonstrated ability to lead organisational change, business transformation and continuous improvement initiatives.
• Excellent leadership, communication, stakeholder management and people development skills.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Experience working with CRM platforms, operational reporting tools and business performance dashboards.
• Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint.
• Experience with Jira, Confluence or similar project management tools is considered an advantage.
• Professional certifications such as PMP, PRINCE2, Lean Six Sigma or Agile are considered an advantage.
• Self-motivated, highly organised and capable of managing multiple priorities in a dynamic and fast-paced environment.