Field Operation Manager

KEY RESPONSIBILITIES:

1. Location Mapping & Market Research • Identify and map out new communities for Alajo expansion. • Conduct on-ground research and feasibility studies to understand local dynamics, agent potential, customer behavior, and service demand. • Work with internal teams to prepare launch-readiness reports for target locations.
2. Community Engagement • Build strong relationships with local community leaders, religious leaders, landlords’ associations, and local government stakeholders. • Represent Alajo in community forums and meetings to drive trust and acceptance. • Secure informal approvals, community partnerships, and local support.
3. Agent Supervision & Team Coordination • Monitor and support agent supervisors to ensure productivity, integrity, and adherence to Alajo’s operating standards. • Coordinate the daily and weekly activities of Field Operations Officers and Verification Officers.

• Manage scheduling, reporting, escalations, and performance reviews for the field team. 4. On-the-Ground Verification & Oversight • Oversee customer and agent address verifications to ensure accuracy, trust, and risk mitigation. • Design field SOPs for verification, issue escalation, and documentation. • Conduct spot checks and field audits to ensure compliance and data quality. 5. Market Activation & Campaign Execution • Coordinate local activations, roadshows, savings campaigns, and agent-led outreach events. • Collaborate with the marketing and brand teams to execute awareness efforts effectively. • Monitor conversion rates from activations and report insights for future planning. 6. Customer Feedback & Reporting • Collect structured and unstructured feedback from customers during field visits. • Identify operational gaps, service complaints, and improvement opportunities. • Feed insights back to the product, support, and leadership teams regularly. 7. Operational Risk Management • Identify and resolve operational risks related to cash handling, agent trust, or fraud. • Ensure compliance with field protocols and escalation procedures for incidents.