UP® otherwise known as Unified Payment Services Limited is Nigeria’s premier Payments & Financial Technology company founded in 1997 by a consortium of leading Nigerian banks. UP® operates as a shared infrastructure for the banking community in Nigeria and Payments Service Provider within and outside Nigeria, with a vision to be the most preferred e-payment service provider in Africa.
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Head, Merchant and Agency Services Business Support
To provide strategic leadership and oversight for the Merchant and Agency Services Business Support function by driving operational excellence, performance optimization, and service delivery effectiveness across the merchant and agency ecosystem.
The role is responsible for ensuring seamless onboarding, transaction monitoring, issue resolution, compliance adherence, and data-driven decision-making to enhance merchant and agent experience, improve transaction performance, and support business growth in alignment with Unified Payments’ fintech strategy.
Responsibilities
Provide strategic leadership and direction for the Merchant and Agency Services Business Support team.
Oversee end-to-end merchant and agent onboarding, ensuring compliance with regulatory and internal policy requirements.
Drive operational efficiency across merchant and agency support processes, including issue resolution, dispute management, and escalation handling.
Monitor transaction performance, settlement processes, and service levels to ensure accuracy, timeliness, and reliability.
Develop and implement performance metrics (KPIs and SLAs) to track service quality and operational effectiveness.
Ensure merchants and agents operate in line with regulatory guidelines, contractual obligations, and company policies.
Collaborate with Technology, Risk, Compliance, Finance, and Operations teams to resolve systemic issues and improve service delivery.
Lead business analysis initiatives, providing insights and reports to support decision-making and strategic growth initiatives.
Oversee product testing, User Acceptance Testing (UAT), and process enhancements impacting merchant and agency services.
Drive continuous improvement initiatives to enhance customer experience and operational scalability.
Ensure proper documentation and maintenance of accurate records of all support activities.
Requirements
Education:
First degree in Finance, Banking, Economics, Business Administration, or related field.
A Master’s degree or relevant professional certification will be an added advantage.
Experience:
Minimum of 10years post-NYSC experience, with at least 5 years in a leadership role within merchant acquiring, agency banking, digital payments, or fintech operations.
Others:
Strong knowledge of e-commerce platforms, paymentgateways, digital wallets, and merchant operations.
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