This position involves overseeing key operational tasks and contributing to strategic initiatives within the team. The ideal candidate will have a proven track record in relevant fields, along with strong analytical and problem-solving abilities. Responsibilities include managing projects, collaborating with cross-functional teams, and ensuring alignment with organizational goals. Proficiency in industry-specific tools and technologies is required, as is the capacity to adapt to evolving business needs. Additionally, the role demands excellent communication skills to liaise effectively with stakeholders at all levels.
The Research Operations Coordinator serves as the operational foundation for the Customer Research function, providing essential support to embedded researchers, team leads, and research specialists across all product organizational units. This role is responsible for maintaining and enhancing the infrastructure required to sustain the research team’s efficiency, including management of participant panels, coordination of research sessions, administration of incentives, oversight of tooling, and enforcement of data governance protocols.
This newly created position has been established as part of a strategic restructuring within the Customer Research department. Your primary responsibility will involve developing the operational framework from the ground up, with your work directly influencing the efficiency and effectiveness of Moniepoint’s support to both product teams and end customers. The success of this role is critical, as its performance will impact researchers’ ability to fulfill their obligations to the product teams they support.
Oversee daily operations to ensure efficient workflow, focusing on delivering high-quality outcomes. Develop and implement strategic plans to enhance productivity, fostering innovation and continuous improvement. Collaborate closely with cross-functional teams to align objectives and streamline processes for optimal performance. Monitor key performance indicators and adjust strategies as needed to meet organizational goals. Maintain compliance with industry regulations and company policies while promoting a culture of accountability and excellence.
We are seeking a professional to oversee the management of our Research Participant Panel, which involves developing and sustaining a robust, ongoing roster of engaged, consented, and meticulously segmented research participants across all product categories and customer demographics. This role will encompass the design and execution of the participant recruitment pipeline, leveraging diverse sourcing channels to ensure precise panel segmentation at an extremely detailed level. Responsibilities include monitoring and analyzing panel health metrics such as coverage, engagement, profile accuracy, and consent validity, implementing re-engagement initiatives, administering annual re-consent procedures, and managing the full participant lifecycle from onboarding and maintenance to offboarding.
Oversee the scheduling of all research sessions within the department, encompassing interviews, usability evaluations, extensive panels, and outreach research engagements. Dispatch participant invitations, follow-up reminders, and confirmations via designated channels, monitor attendance metrics, facilitate rescheduling as needed, and arrange logistics for recurring large-group sessions.
Manage the entire participant incentive process—from verifying session completion to distributing rewards—ensuring full oversight of the incentive lifecycle. Keep a precise and up-to-date incentive ledger, address any fulfillment discrepancies without delay, and generate routine reconciliation reports for the Finance team.
Tooling & Systems Administration: You will oversee and maintain the research function’s tooling infrastructure, encompassing participant management systems, survey platforms, research repositories, and communication tools. It is your responsibility to guarantee that all researchers and specialists possess appropriate access, training, and assistance, acting as the primary resource for resolving system issues or addressing process disruptions.
Maintain accurate and current customer satisfaction metrics for each product category, escalating any notable fluctuations without delay. Uphold stringent adherence to all data handling procedures and panel communications in full compliance with NDPR and other relevant data protection laws. Keep a meticulously updated consent registry, process deletion requests within the stipulated legal timeframes, and rigorously enforce established data retention policies.
Contribute to the ongoing enhancement of research operations processes and tools while facilitating the seamless integration of new researchers and specialists into the function’s operational systems.
Seeking a candidate with a robust professional background and relevant work experience. The ideal applicant will possess a proven track record in the field, along with the necessary qualifications and skills to excel in the role. Previous experience in similar positions is highly preferred, as it demonstrates familiarity with key responsibilities and industry standards. The role requires a minimum of [X] years of experience in [specific field or role], ensuring the candidate is well-prepared to meet the demands of the position. Additionally, relevant certifications or educational credentials may be necessary to fulfill the role’s requirements effectively.
A bachelor’s degree in Business Administration, Information Management, Social Sciences, Statistics, or a comparable discipline is required.
Seeking a candidate with a minimum of three years of experience in research operations, program coordination, or operational management, ideally within a research, product, or technology-driven organization.
Qualifications include a strong background in both qualitative and quantitative market research, customer insights, or user experience (UX) research methodologies.
Demonstrated expertise in executing and evaluating customer interviews, usability tests, diary studies, and surveys is essential.
Proven expertise in developing and sustaining participant or customer panels is required.
Proficiency in financial technology or prior experience within a regulated consumer product sector is advantageous.
Proficient in a variety of technical and interpersonal skills, with a strong ability to analyze complex problems and devise effective solutions. Demonstrates excellent communication and collaboration capabilities to work efficiently within cross-functional teams. Exhibits adaptability and a proactive approach to learning new technologies and methodologies. Possesses a keen attention to detail and a commitment to delivering high-quality results. Familiarity with industry-specific tools and software, as well as adherence to best practices and compliance standards, is essential. Requires the capacity to manage multiple priorities in a fast-paced environment while maintaining a high level of productivity and accuracy.
System Builders require robust expertise in process design and organizational planning, demonstrated through a track record of developing sustainable systems rather than short-term fixes.
Highly proficient in leveraging data to drive operational efficiency, with a strong ability to track accurate metrics, identify irregularities, and produce finance-grade reports independently.
Proficiency in regulatory frameworks is essential, with a solid understanding of the Nigeria Data Protection Regulation (NDPR) or comparable data protection standards. This includes expertise in managing consent mechanisms and ensuring compliance with obligations related to the right to erasure.
Project & Privacy Certifications: While project management certifications such as PMP, PRINCE2, or comparable credentials are advantageous, familiarity with data protection or privacy compliance frameworks like NDPR and GDPR is also highly valued.
Preferred candidates should have prior experience administering CRM systems, participant management platforms, survey tools, or contact center systems.
In this role, success is defined by achieving measurable outcomes and demonstrating consistent performance against key objectives. It requires meeting or exceeding targets related to project deliverables, operational efficiency, and team collaboration. Additionally, success in this position involves actively contributing to strategic initiatives, fostering innovation, and ensuring alignment with organizational goals. Strong problem-solving abilities, adaptability, and a commitment to continuous improvement are essential to excel in this position.
Panel Health encompasses maintaining an ideal panel size while ensuring robust coverage, high engagement rates, comprehensive profile completeness, and up-to-date consent across all product segments.
Operational Excellence: Ensuring consistently high research session fulfillment rates and strict adherence to turnaround timelines throughout the entire department.
Ensuring precise and timely incentive fulfillment is essential, as we strive for near-zero failure rates through rigorous financial accuracy measures. Additionally, we implement prompt resolution protocols to address any discrepancies immediately upon detection.
Operational support consistently delivers high researcher satisfaction, enabling scientists to dedicate more time to their primary research activities rather than administrative or logistical tasks.
Ensuring impeccable compliance, you will uphold rigorous NDPR standards with absolute adherence to consent protocols and data handling protocols, guaranteeing zero violations in any capacity.
To submit your application, please follow the established method outlined below. Ensure all required documents are included and adhere to the specified format. The application process may involve multiple stages, including an initial screening and subsequent interviews. Be prepared to provide any additional information or references as requested. Follow the instructions carefully to ensure your application is considered for further review.
To submit your application, please utilize the links provided below on the company’s official website.
Qualifications
BA/BSc/HND
Experience Required
3 years
