Head of Recovery

Moniepoint

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 to support our businesses with essential services like credit and overdrafts. We’re here to create financial happiness for everyone, everywhere. Curious about what makes Moniepoint an incredible place to work? Check out posts on how we cultivate a culture of innovation, teamwork, and growth. ROLE PURPOSE The Hardware Engineer (Repair Centre) is the technical authority embedded within a repair centre. This role bridges the gap between hands-on repair operations and engineering-level quality governance. It exists to ensure that every repaired terminal leaving the centre is fit for redeployment, that technician capability continuously improves, and that quality failures are understood, root-caused, and eliminated. KEY RESPONSIBILITIES Technician Training & Capability Development * Deliver structured onboarding training for new repair technicians covering: terminal architecture, common fault patterns, repair procedures, ESD discipline, and work-tool usage for each supported model  * Conduct ongoing skills assessments and refresher training, with focus areas driven by rework data and QA rejection trends * Train QA on terminal test * Maintain a Technician Skills Matrix per individual, track competency by terminal model and repair category * Provide real-time technical training Rework & Rejection Analysis * Review QA rejections categorise by fault type, terminal model, repair type, and responsible technician * Track rework rate per technician and per terminal model; identify any individual or model exceeding acceptable rework thresholds * Investigate and address recurring rework patterns, determine whether root cause lies in technician skill, spare-part quality, work-tool condition, or repair procedure gaps * Escalate systemic issues to the HE Manager Technical Issue Supervision & Escalation * Act as first-line technical escalation for any fault or behaviour that repair technicians or QA cannot resolve or categorise * Supervise and guide diagnosis of complex or intermittent faults; determine whether a unit should be repaired, re-routed, or nominated for deprecation * Liaise with the OEM evaluation team and spare-parts procurement on technical issues that may originate from components or firmware rather than the repair process * Document all escalated technical issues with RCA outcome and corrective action taken Overall Repair Quality  * Hold accountability for the quality metrics of the repair centre: rework rate, 30/60/90-day field return rate for repaired terminals, and refurbished spoil rate contribution * Conduct regular quality audits of the repair center  — process adherence, workstation cleanliness, ESD discipline,and tool usage. * Serve as the primary quality point-of-contact for the repair centre within the Hardware Engineering department Work Tools & Workstation Management * Maintain a calibrated inventory of all repair work tools: confirm each technician's bench is equipped with the correct tools for their assigned terminal models * Conduct periodic work-tool condition checks — verify tools are functional, calibrated where required, and used correctly; reject or replace any tool that is degraded or misused * Train technicians on correct tool usage and enforce tool discipline (e.g. correct soldering iron temperatures, proper use of ESD mats and wrist straps, torque driver settings for screws) * Escalate delays in tools replacements or additions; do not allow tool shortfalls to persist as a silent contributor to repair quality failure Deprecation Spot-Check (BTR Oversight) * Review and spot-check all terminals nominated for Beyond Repair (BTR) deprecation to confirm only genuinely non-repairable units are being written off * Challenge and return to repair any unit where a viable repair path exists; document justification for each spot-check decision * Work closely with the BTR Technician to align on deprecation criteria and ensure consistent, evidence-based write-off decisions across the centre * Track the deprecation rate and flag unusual spikes to the Head of HE as a potential indicator of skill gaps, or parts availability issues Spare Parts & Components RCA * Investigate and document any quality issues arising from spare parts: infant mortality, high failure rates on specific batches, or recurring post-repair failures linked to component quality * Escalate insufficient or unavailability of spare part that contributes to repair quality or efficiency * Manage spare parts usage to ensure minimal consumption while maintaining repair quality, Investigate and address high usage of spare parts. * Provide technical input to the OEM/procurement team on part performance; recommend acceptance criteria or supplier changes where supported by failure data * Maintain a parts quality log tracking batch numbers, failure rates, and disposition decisions (reuse, quarantine, return to supplier) Technical Support * Provide direct technical support to repair technicians, QA, Part Assessment Technicians, and BTR Technicians on any hardware and firmware. Key Performance Indicators KPI / Metric Target Frequency Owner Refurbished Spoil Rate RC TBD Monthly JHE Rework Rate (by technician & model) TBD Weekly JHE Technician training completion TBD Quarterly JHE Work-tool compliance audit pass rate ≥95% Monthly JHE Rework rejection feedback turnaround Within 24 hrs of rejection Per event JHE Parts quality issues raised to HE team Within 48 hrs of detection Per event JHE Qualifications & Experience Required * Minimum OND/HND or B.Sc. in Electrical/Electronics Engineering, Computer Engineering, or related field * Minimum 2 years of experience in electronic device repair, field service, preferably in POS terminal, mobile, or fintech hardware * Practical knowledge of hardware troubleshooting and tools: PCB,battery systems, and firmware * Experience training or coaching junior technicians in a hands-on workshop environment * Ability to read fault data, identify patterns, and communicate findings clearly in written form Preferred * Prior experience in a multi-model repair centre covering volume terminal repair * Familiarity with RCA of hardware failure * Experience with work-tool management and ESD discipline in a repair environment WHAT WE CAN OFFER YOU * Culture: We put our people first. We’ve built a company where all voices are heard and we look out for one another. Above all, we are human. * Learning: We offer a learning-focused environment with knowledge sharing, training, and regular technical talks. * Compensation: You’ll receive an attractive salary, pension, health insurance, and an annual bonus. WHAT TO EXPECT IN THE HIRING PROCESS * A preliminary phone call with the recruiter. * An interview with the Hiring Team. * An interview with a member of our Executive team. Moniepoint Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.

Soho House

Scope of the Job Job Purpose:     Member Relations Managers are responsible for the end to end successful experience of every member and guest who visits or stays in our Houses through the planning, outreach, welcome and engagement during each attendance. Member Relations Managers play a crucial role overseeing the relationship between members, operations, membership and member events so that members have the most optimised visit possible and continue to find value and appreciation for their Soho House membership. Their presence around the House will not only host the entire club, but also provide a friendly, fun and professional approach for all members. Key Responsibilities: In House Experience: * Have a strong member facing presence on the floor to support all departments, rotating themselves around the House on an hourly basis, taking time in each area to check on and speak to members in person. * Oversee and ensure the successful implementation of Member Recognition, allowing in person, real time follow through with check in flags from Reception (table touches, introductions, etc.) through to Open Table and members seated in restaurants. * On the floor, support F&B and Club Reception to touch tables, collect member feedback on service, food, atmosphere and satisfaction. * Arrange and/or deliver sense of generosities (SOGs) for special occasions for dining guests. * Attend pre-shifts and manager line up, update the teams on pertinent shift needs. * Update members Open Table notes with anything pertaining to service preference. * Where needed, take the initiative to provide service support to ensure a great member experience (refill waters, bus tables, run a dish) * During peak hours and large events, support the Front Desk, and member check-in to ensure that members and guests can access the House as quickly and efficiently as possible. * Where there is a screening room, oversee the member attendance, signing in members and ensuring the correct guests are attending. * Assist with events check-in (large scale parties, screenings, ticketed events) and ensure our members always come first, minimize tensions or issues. * Take the initiative to create memorable personal outreach moments for special occasions (wedding, births, promotions, new movie, etc.) * Work with Membership Manager of the House to host/co host new Member Introductions, hosting one on one intros and helping support the initiative to have all members receive an intro. Bedroom/Hotel Experience: * Ensure there is a major focus on member bedroom experience / relationships daily, ensuring arrivals are checked for special arrivals, requests, PWH/FHM requests are met and welcome notes are written daily. * Handle pre check of all PWK/VIP/FHM rooms and they are ready for arrival. * Arranging amenities for hotel guests as requested, making yourself available and the key point person so that guests know you’re their contact. * Meet all PWK/VIP/FHM upon arrival or during their time at the House, arranging amenities as requested and making yourself available as the key point person so that guests know you’re their contact. * Maintain high quality and clear reservation notes, checking and activating, updating systems. Member Management In The House * Positively grow relationships and connections with all members so that they know you and your role at the House, and lead as the point of contact for all our PWKs and FHM. * Oversee and make decisions in the real time handling and management of members and their guests in the Houses, including behavioural issues, extended guest lists, one offs and special requests. * Create and maintain clear behaviour notes following an incident in the House so that the Head of Membership/Membership Manager can follow up the next day. * Work with the GM/AGM and Head of MR on recovery on any issues, develop opportunities or create solutions to elevate the member experience. Timely follow through with members is key. * Add information to the snapshot and provide relevant information about member feedback, House experience including any challenges or issues (membership portion) * Be able to use Micros and work with the goodwill budget of the Houses to comp some members bills when needed in support of recovery or other issue. House Atmosphere and Environment * Ensure the House has a positive vibe and energy, consistently being the best version of yourself, being friendly and approachable whilst always looking presentable and having fun at work whilst showing that you care. * Ensuring music, lighting, smell and team member energy in the House is maintained to the typical Soho House standard. * Ensure a smooth handover to colleagues at the end of the day, whether that is other member relations team or membership. Membership Development * Participate and help create events that fit the needs of the House's demographic and House Identity Plan, being inclusive, varied and appealing to all members. * Promote our member events to all members to drive attendance and increased bookings. * Work with MEM to drive higher attendance to our events. Attend and support member events. * Work with the GM, Head of MR, and MM over Committee Meetings and gather member feedback to tailor experiences/activities to the need of the House around what is happening in the city (i.e. host a table for the Summit) * Work with Head of MR on monthly focuses, using service feedback (mystery shopper reports) to host trainings specific to a concern or issue, and area of focus to flag at pre-shifts. * Work with Head of MR / FOM in implementing any new system or SOP pertaining to members (new check-in system, connect, House pay, etc) Measures of Success:    * Collaboratively partner and build a strong relationship with their General Manager, the Head of Member Relations, the Membership and Reception teams and the HODS to ensure we have a seamless member experience. * Consistently high feedback and member recognition. * Maximised objectives of each individual House, whilst celebrating their members, whether Local or Every House and ensuring that each visit is a positive one. * Increased House visits from all members but especially PWKs/FHMs. * Increased revenue spend through in room upsells/amenities/experiences and table side opportunities Budget Responsibilities:              None Direct Reports: None Business Context Reports to:        General Manager, dotted to Head of MR and Chief MRO Structure            Specific to each House Challenges / Priorities:  Specific to each location/as specified in interviews and objectives/goals Key Contacts/ Stakeholders: Internal:             Club Director (if applicable) Head of Membership/Membership Manager GM Head of Events Position Profile Experience Required:    * A highly social, outgoing individual who values personal interactions * Organised and efficient, capable of managing many different moving parts at once * Strong communication skills and ability to work across teams * Someone who is capable of taking the initiative and feels passionately about Soho House and its members. Physical Requirements * Must be able to seize, grasp, turn and hold objects with hands. * Must be able to make periodical fast paced movements are required to go from one part of the property to others. * Must be able to move, pull, push, carry or lift at least 30 pounds. * Must be able to occasionally kneel, bend, crouch and climb is required. * Must be able to perform physical activities such as lifting, cleaning, and stooping. * Must be able to stand, walk, lift, and bend for long periods of time. Why work with us... Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career. * Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match * Paid Time Off: Full- Time Employees have sick day's + vacation days * Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically * Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability * Learning & Development: An extensive range of internally and externally run courses are available for all employees. * Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all. * Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to. * Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge. In accordance with Illinois law, the salary range for this role if filled within Chicago is listed below. The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law. Pay Range $70,000—$75,000 USD

Monzo

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.  With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️ ----------------------------------------------------------------------------------------------------------------------------------   📍London / Cardiff /UK Remote | 💰£121,000 - 140,000 (depending on experience) + incentive awards tied to your performance + Benefits | Hear from the team ✨ ⭐ Our Financial Risk team We're looking for a Head of Prudential Risk which is a key role for Finance and the broader Monzo business. The role is responsible for leading the planning and production of our key prudential deliverables and ensuring Financial Risk continues to be managed within risk appetite across the group. As such this is a senior finance role that will have impact across multiple collectives and disciplines You will require a breadth of knowledge and experience across prudential regulation. Expertise covering ICAAP and recovery and resolution planning is essential.  In addition to knowledge of financial risk, you will be expected to have a solid understanding of non-financial risk and have the practical skills to ensure critical processes linked to embedding recovery, resolution and general financial stability are maintained and enhanced.  You will have the ability to independently interpret a range of regulations, determine the impact of those on the bank, and to manage projects to implement them.  You will have the ability to lead a high performing team and work effectively across all levels of the organisation.  You will play a key role in delivering important and challenging messages across the Finance collective and to senior leaders and stakeholders across the business. 🔑 You’ll play a key role by... * ICAAP: Owning the annual group ICAAP process ensuring this is delivered on time and aligned to internal and external requirements.  Ensure individual entity risks and requirements are subject to appropriate assessment and provide support to wider parts of the Monzo group aligned to agreed intra group services. * Recovery Planning: Owning the annual review of our recovery plan and ensure this continues to align to regulatory requirements and is reflective of the evolving nature of the group.  Ensure our recovery options are owned by business areas and fire drills are undertaken to test our response capabilities. * Resolution Assessment Framework: Ensuring requirements linked to the Group’s evolving resolution strategy are implemented and we comply with Resolution Assessment Framework (RAF) requirements (including OCIR, VIR and COA).   * Supporting capital planning activities, risk appetite setting and lead ALCO reporting and KRI maintenance for Financial Risk. * Ensuring the impact of future prudential regulatory change is understood and working with relevant teams to assess and adapt to the challenges. * Supporting the broader financial risk team with the delivery of wider objectives * Leading a team of high performing colleagues, supporting their individual development needs and ensuring roles and responsibilities are clear. 🤩We’d love to hear from you if you… * Have proven prudential regulatory experience at either a bank, a consultancy or a regulatory body and want to apply it to a fast growing new bank.  * Have a relevant professional qualification * Have detailed knowledge/experience of the relevant regulatory requirements, and the ability to interpret what that means for the relatively unique circumstances of our bank.   * Are comfortable with understanding financial projections and analysis techniques linked to the quantification of risk * Have the ability to coordinate, participate and lead projects to produce regulatory deliverables and maintain the Bank’s set of prudential documentation and supporting materials. * Are interested in identifying relevant data, performing analysis and understanding the impact on our bank. * Are able to work independently, proactively and enjoy a dynamic and changing environment. * Are keen to learn about and work on areas of the regulatory regime that you may not have previously explored, particularly in the context of a new bank.    * Have experience building strong relationships with stakeholders at all levels within the business. * Have strong written and verbal communication skills 🙌 What’s in it for you 💰 £121,000 - 140,000 (depending on experience) ➕ incentive awards tied to your performance. 📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London) ⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.  📚 £1,000 learning budget each year to use on books, training courses and conferences. 🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.  ➕ Plus lots more! Read our full list of benefits. 🌈 The application journey has 4 key steps * Phone call with the Recruiter (30 mins) * Initial Video interview with Hiring Manager (30 mins) * Role specific interview with Financial Risk team (60 mins) * Behavioural interview with wider Finance members (45 mins) This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!  We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. #LI-REMOTE #LI-NZ1 ---------------------------------------------------------------------------------------------------------------------------------- Equal opportunities for everyone Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2026 Diversity and Inclusion Report and 2025 Gender Pay Gap Report. We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊