State Coordinator (POS) at PalmPay Limited Enugu State

Key Responsibilities

This role is responsible for the effective coordination and performance management of all POS operations within the assigned state, ensuring consistent service delivery, regulatory compliance, and sustainable growth.

• Oversee and coordinate all POS operations across the state to ensure efficient and uninterrupted service delivery.

• Recruit, onboard, supervise, and manage POS agents, merchants, and field officers within the assigned territory.

• Monitor daily POS transaction volumes, terminal uptime, agent productivity, and revenue performance.

• Ensure full compliance with internal policies, KYC standards, and regulatory guidelines issued by relevant Nigerian authorities, including the Central Bank of Nigeria (CBN).

• Manage the escalation and resolution of operational challenges such as terminal downtime, failed transactions, settlement discrepancies, liquidity issues, and customer complaints.

• Work closely with technical, support, and operations teams to address system issues and enhance overall POS performance.

• Design and implement strategies to grow the agent network and deepen market penetration within the state.

• Conduct routine training sessions and performance evaluations for POS agents and field teams.

• Analyze market trends, competitor activities, and customer feedback to identify expansion and optimization opportunities.

• Prepare and submit regular operational, performance, and risk reports to regional or national management.

• Ensure accurate cash management, settlements, and reconciliation processes in collaboration with the finance team.

• Enforce fraud prevention controls and promptly escalate and report suspicious activities.

• Represent the organization in engagements with local partners, merchants, and government stakeholders, as required.

Operational Performance KPIs

• POS terminal uptime percentage

• Ratio of active POS terminals to deployed terminals

• Transaction success rate (%)

• Average transaction processing time

• Number of operational issues unresolved beyond SLA timelines

Agent and Network Growth KPIs

• Total number of active POS agents within the state

• Net monthly acquisition of new POS agents

• Agent activation rate post-onboarding (%)

• Agent retention rate

• Agent productivity, measured by average transactions per agent per day or month

Revenue and Volume KPIs

• Total POS transaction volume (value and count)

• Revenue generated from POS transactions

• Month-on-month transaction growth rate

• Average revenue per agent (ARPA)

• State-level contribution to national POS revenue

Compliance and Risk KPIs

• Agent KYC compliance rate

• Number of regulatory or audit findings reported

• Fraud incidence rate and associated loss value

• Timeliness of fraud reporting and resolution

• Settlement accuracy rate

Customer Experience KPIs

• Volume of customer complaints related to POS services

• Average complaint resolution turnaround time

• Customer satisfaction score (CSAT) or agent satisfaction score

• Number of POS downtime incidents impacting customer experience

Team and Execution KPIs

• Field team productivity, including visits, activations, and training sessions conducted

• Training completion rate for agents and staff

• Execution rate of state-level growth initiatives

• Timeliness and accuracy of operational and performance reporting

Educational Qualification and Skills

• Bachelor’s degree in Business Administration, Banking and Finance, Economics, Accounting, Marketing, or a related discipline.

• Strong communication and interpersonal skills.

• Proven analytical and problem-solving capabilities.

• Sound technical and operational understanding of POS systems and field operations.