Senior Operations and Compliance Manager

Role Description

We are seeking an elite, high-caliber Senior Operations and Compliance Manager. This senior executive role is entrusted with the total quality, strategic direction, operational efficiency, and unwavering compliance of our global platform.

As the peak standard of institutional leadership, you will unify Finance, Client Support, Desk Operations, and Session Monitoring under a singular corporate governance framework. In this role, you will assume direct authority over platform operations, take full ownership of the company’s internal Session Monitoring & Compliance Audit Structure, and build an infrastructure optimized for sustainable, error-free growth.

Key Responsibilities

• Provide strategic, unified leadership across all internal operational nodes including Finance, Client Support, Desk Operations, and Session Monitoring.
• Enforce strict organizational Service Level Agreements (SLAs) to guarantee 90% service tier compliance and a 95% live session success rate.
• Direct and execute the internal Session Monitoring & Compliance Audit Structure to optimize platform metrics and eliminate operational drift.
• Conduct systematic daily and monthly compliance audits of active customer service chats across Zoho Desk and WhatsApp to ensure absolute professional tone, formatting, and resolution quality.
• Review, validate, and audit session monitoring records, tutor logs, and QA feedback parameters to ensure 100% data integrity for payroll validation.
• Lead the transition from fixed staffing schedules to flexible, data-driven hybrid scheduling models utilizing predictive session analytics.
• Optimize peak staffing coverage during critical high-volume windows to maintain risk-free monitor-to-session ratios.
• Collate operational metrics to distribute weekly trend logs and comprehensive monthly insight reports.
• Serve as the primary escalation point for critical system alerts, technical outages, and high-tier client or parent disputes.
• Design, implement, and protect all automated dashboards, KPI structures, and operational assets as exclusive corporate intellectual property.
• Uphold absolute neutrality, professional diplomacy, and institutional fairness across operational workforce interfaces.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Finance, or a related field (Master’s or MBA is a plus).
• Professional certifications in Operations, Compliance, or Risk Management are highly advantageous.
• Minimum 3+ years of progressive leadership experience managing complex operations or compliance teams.
• Proven track record within blue-chip companies, global customer support hubs, or digital-first EdTech environments.
• Demonstrated mastery in managing fully remote, distributed teams across multiple global time zones.
• Extensive experience designing, running, and analyzing compliance scoring rubrics, audit matrices, and automated data dashboards.

Requirements

• Senior Operations Leadership & Cross-Functional Coordination.
• Compliance Auditing & Risk Mitigation Frameworks.
• Strategic SLA & KPI Governance.
• Data Analytics, Dashboard Management, & Trend Reporting.
• Resource Forecasting & Dynamic Staffing Optimization.
• Advanced Conflict Resolution & Escalation Management.
• Absolute Commitment to Data Privacy & Digital Hygiene.
• Advanced operational fluency across the complete Zoho One suite (Zoho Desk, Sign, Cliq, Social).
• Flawless verbal and written business communication skills.
• Expertise in virtual learning platform architectures (e.g., MeritHub) and Google Workspace.
• Ability to maintain executive standby readiness for emergency interventions.
• Exceptional mentorship capabilities focused on psychological safety and radical accountability.

Benefits

• 400,000 Naira monthly salary.
• Performance-based bonuses are awarded strictly at the CEO's discretion based on innovative system cost-reductions and error-free auditing logs.
• Fully remote and flexible working structure.
• 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 where applicable.
• Opportunities for career advancement and professional development.