Regional Lead, Client Implementation

Who We Are Moniepoint Inc. is Africa’s all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, cross-border, and business management tools each month. As Nigeria’s largest merchant acquirer, we power most of the country’s point-of-sale (POS) transactions. Through our subsidiaries, Moniepoint Inc. processes over $250 billion in digital payment transaction value annually. 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 & I