The Role
Manage and oversee POS operations across the state: recruit and manage agents, monitor transactions and uptime, ensure KYC and regulatory compliance, resolve operational issues, drive agent network growth, conduct trainings, coordinate settlements and cash management, enforce fraud prevention, and report performance and risks to regional management.
Summary Generated by Built In
Job Title; State Coordinator (POS)
Reports to: Regional Manager Location : Enugu
Key Responsibilities
Reports to: Regional Manager Location : Enugu
Key Responsibilities
- Oversee and coordinate all POS operations within the assigned state to ensure smooth and efficient service delivery
- Recruit, onboard, and manage POS agents, merchants, and field officers across the state
- Monitor daily POS transaction volumes, agent performance, uptime, and revenue growth
- Ensure compliance with company policies, KYC requirements, and regulatory guidelines issued by relevant Nigerian authorities (e.g., Central Bank of Nigeria)
- Manage escalation and resolution of operational issues such as terminal downtime, failed transactions, settlements, liquidity challenges, and customer complaints
- Collaborate with technical, support, and operations teams to resolve system issues and improve POS performance
- Develop and execute strategies to expand agent networks and increase market penetration within the state
- Conduct regular training and performance reviews for POS agents and field teams
- Analyze market trends, competitor activities, and customer feedback to identify growth opportunities
- Prepare and submit periodic performance, risk, and operational reports to regional or national management
- Ensure proper cash management, settlement accuracy, and reconciliation processes in coordination with the finance team
- Enforce fraud prevention measures and promptly report suspicious activities
- Represent the company in engagements with local partners, merchants, and government stakeholders when required
- POS terminal uptime percentage
- Number of active POS terminals vs. deployed terminals
- Transaction success rate (%)
- Average transaction processing time
- Number of unresolved operational issues beyond SLA
- Number of active POS agents in the state
- Net new POS agent acquisitions per month
- Agent activation rate after onboarding (%)
- Agent retention rate
- Agent productivity (average transactions per agent per day/month)
- Total transaction volume (value and count)
- Revenue generated from POS transactions
- Month-on-month transaction growth rate
- Average revenue per agent (ARPA)
- Contribution of the state to national POS revenue
- KYC compliance rate among agents
- Number of regulatory or audit issues reported
- Fraud incidence rate and loss value
- Timeliness of fraud reporting and resolution
- Settlement accuracy rate
- Number of customer complaints related to POS services
- Average complaint resolution time
- Customer satisfaction score (CSAT) or agent satisfaction score
- POS downtime incidents impacting
- Field team productivity (visits, activations, trainings conducted)
- Training completion rate for agents and staff
- Execution rate of state-level growth initiatives
- Timeliness and accuracy of performance reporting
- Bachelor’s degree in Business Administration, Banking & Finance, Economics, Accounting, Marketing, or a related field.
- Communication and interpersonal Skills, Analytical and Problem-Solving Skills,
- Technical and Operational Skills.
Skills Required
- Bachelor's degree in Business Administration, Banking & Finance, Economics, Accounting, Marketing, or related field
- Strong communication and interpersonal skills
- Analytical and problem-solving skills
- Technical and operational skills (POS operations, agent management, reconciliation)
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The Company
What We Do
PalmPay is building the financial superapp for Africa
