Head of Operations

About Swap Money Gambia

Swap Money Gambia is an expanding financial services provider dedicated to delivering accessible and trustworthy money transfer and currency exchange services within The Gambia. The company strives to facilitate simple and secure financial transactions for both individuals and businesses by prioritizing transparency and customer focus. Emphasizing operational excellence, regulatory compliance, and ongoing service enhancement, Swap Money Gambia fosters a collaborative culture that values innovation and responsibility to support sustainable business growth.

Role Overview

The Head of Operations role based in Banjul is a full-time, on-site leadership position charged with managing the day-to-day operational functions that ensure smooth and efficient service delivery. Responsibilities include overseeing operational procedures across multiple branches and teams, tracking and improving performance metrics, and ensuring compliance with relevant regulations. This role also involves managing staffing, workflows, and resource distribution, collaborating with executive leadership to develop and apply operational strategies, budget management, cost control, and leveraging data insights to optimize decisions.

Key Responsibilities

• Supervise and coordinate daily operational tasks across locations and teams to uphold service quality.
• Monitor operational performance metrics and implement process improvements to enhance efficiency and customer satisfaction.
• Manage allocation of resources, staff assignments, and workflow planning.
• Collaborate with leadership to establish and execute operational strategies aligned with business objectives.
• Ensure strict compliance with local regulations and company policies.
• Prepare and oversee budgets, including cost management and resource planning.
• Analyze operational data to support informed decision-making and continuous improvement.
• Work closely with finance, customer service, and compliance departments to streamline processes.
• Lead, mentor, and develop team leads by setting performance standards and encouraging accountability.
• Promote a workplace culture emphasizing safety, learning, and resilience.

Qualifications and Requirements

• Proven expertise in Operations Management, encompassing process enhancement, workflow structuring, and performance assessment.
• Strong analytical skills to interpret data trends and support evidence-based strategies.
• Demonstrated ability in team leadership, including coaching, delegation, and evaluating staff performance.
• Excellent professional communication skills for interaction with internal teams and external partners.
• Experience in budgeting, encompassing fiscal planning, cost oversight, and resource allocation.
• Background in financial services, fintech, or similarly regulated sectors is advantageous.
• Prior experience in senior operational leadership roles, especially managing multiple teams or locations.
• Possession of a Bachelor’s degree in Business Administration, Operations Management, Finance, or related disciplines; advanced degrees are a plus.
• Strong problem-solving capability, meticulous attention to detail, and ability to perform under pressure.
• Familiarity with local regulatory frameworks and compliance standards relevant to The Gambia is preferred.