Regional Lead, Client Implementation

Who We Are

Moniepoint is Africa’s all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer. We are on a mission to create financial happiness for everyone, everywhere.

What We Do

At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry. We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure.

Curious about what makes Moniepoint an incredible place to work? Check out our stories on how we cultivate a culture of innovation, teamwork, and growth.

Job Purpose The Implementation Lead is responsible for building, managing, and continuously improving a high-performing regional team of Implementation agents. This role drives the strategic execution of Moniebook's customer onboarding programme at scale, ensuring that every new retail customer in the region is successfully activated, trained, and transitioned into a confident, long-term user of the Moniebook solution.

Operating at the intersection of people leadership, operational excellence, and customer success strategy, the Implementation Lead sets performance standards, develops team capability, removes escalation blockers, and partners cross-functionally with Sales, Product, and Account Management to deliver a world-class onboarding experience. Success is measured by team-wide activation rates, time-to-value benchmarks, retention outcomes, and the quality of customer handoffs across the region measure success.

Key Responsibilities

Team Leadership & Performance Management

• Recruit, onboard, coach, and retain a regional team of Implementation Agents, fostering a culture of accountability, customer obsession, and continuous improvement.
• Set clear individual and team performance goals aligned to activation rates, time-to-value, feature adoption, CSAT scores, and churn reduction targets.
• Conduct regular 1:1s, team reviews, and performance evaluations; identify skill gaps and build development plans to close them.
Onboarding Strategy & Programme Oversight
• Design scalable onboarding frameworks that allow the team to manage growing customer volumes without compromising on quality or personalisation.
• Define and maintain onboarding milestones, success metrics, and quality standards across all customer segments.
• Identify opportunities to streamline onboarding timelines and reduce time-to-value without sacrificing adoption depth.
Escalation Management & Issue Resolution
• Act as the first point of escalation for complex technical issues, difficult customer situations, or onboarding stalls that agents are unable to resolve independently.
• Partner with Product, Engineering, and Support teams to drive resolution of systemic issues affecting onboarding outcomes across the region.
• Maintain clear escalation pathways and SLA standards, ensuring customers always feel supported and informed during issue resolution.
Cross-functional Collaboration
• Partner closely with the Sales team to ensure smooth pre-to-post sale handoffs and that customer expectations are properly set before onboarding begins.
• Collaborate with Account Managers to refine the handoff process, ensuring agents provide complete, high-quality context that enables seamless long-term retention.
• Work with the Product team to surface recurring customer pain points, usability gaps, and feature adoption blockers, acting as a regional voice of the customer.
Data, Reporting & Insights
• Track and analyse team-wide performance data including activation rates, onboarding completion timelines, feature adoption depth, CSAT scores, and early-stage churn metrics.
• Produce regular reports for senior leadership on regional onboarding health, trends, risks, and improvement initiatives.
• Use data to identify underperforming segments, agents, or onboarding touchpoints, and drive targeted interventions to address root causes.
Process Improvement & Innovation
• Continuously review and refine onboarding processes, tools, and resources to improve efficiency, consistency, and customer outcomes.
• Champion the adoption of new technologies, automation, or methodologies that can enhance the team's ability to deliver high-touch onboarding at scale.
• Build a feedback loop between frontline agent insights and senior leadership/product decisions to e