Regional Manager at Global Accelerex

Reports to: Chief of Operations
Direct Reports: Regional Support Supervisor

Job purpose

• Part of Global Accelerex’s middle management with overall responsibility for the Region. As a Regional manager, you will be responsible for the profit and loss, and entire financial state of the region.
• Manage operational activities and ensure that Global Accelerex’s customers are satisfied with its services. Oversee performance of all staff in the region.
• Ensure prompt and efficient customer support and 100% uptime of all Point-of-Sale (POS) terminals and other payment channels. Constantly seek improvements and provide feedback to Management on key areas.

Primary Duties and Responsibilities

• Preparing, executing and monitoring regional action plans
• Implementing quality and customer-service standards and SLAs
• Ensuring excellent level of service through acknowledgement of support requests, professional support responses and friendly communication with both external and internal customers
• Overseeing to ensure prompt resolution and closure of all assigned service tickets with resolution feedback adequately captured in the service ticket
• Supporting and contributing to all operational policies, processes and procedures
• Evaluate current sales processes and recommend improvements that will lead to better efficiency and productivity
• Providing Management and other stakeholders detailed reports regularly
• Reviewing update or feedback from Regional Support Supervisors on a day-to-day basis and taking appropriate action on reports provided
• Liaise with Relationship management and Data team to improve the Ratio of Deployed vs. Active Terminals
• Interface with the banks, NIBSS and other stakeholders (where required) to promptly resolve all issues that could impact customer service or the Company’s performance in the region
• Ensure all banks are provided with timely and detailed weekly visitation and deployment reports in line with agreed SLAs
• Any other function that may be assigned by line manager

Meet regional financial objectives by:

• Ensuring achievement of the region’s sales goals and objectives
• Generating leads and closing new deals
• Identify emerging markets and market shifts while being fully aware of new products and competition status.
• Contributing regional sales information and recommendations to strategic plans and reviews
• Forecasting financial requirements for the region
• Preparing an annual budget
• Analyzing variances and initiating corrective actions

Accomplish regional human resource objectives by:

• Contributing to recruitment, orientation, training and counselling employees in assigned region, in line with established HR procedures
• Conducting performance appraisals: Communicating job goals and expectations; monitoring and reviewing job contributions; enforcing policies and procedures
• Ensuring that all staff have thorough knowledge of products and services

Minimum Education and Work Experience

• Minimum of a University Degree (preferably in Computer Science, Business Management or related courses). Additional academic qualifications would be an advantage
• Minimum of 5 years’ progressive experience in similar position.

Skills, Competencies and Requirements:

• Excellent people, relationship and stakeholder management skills
• Sales orientation
• Proven record of strong performance in driving performance and key field operations metrics
• Demonstrated ability to prioritize and multi-task with great attention to details.
• Ability to inspire interpersonal effectiveness in leading teams, and effecting change.
• Experience preparing and managing budget
• Ability to articulate thoughts into clear and concise written and verbal communication.
• Ability to effectively work under pressure without supervision
• Ability to work in a multicultural environment
• Good analytical and problem-solving skills