Head of POS (Aftersales Operations). at PalmPay

Department: POS Aftersales Team

Role Overview

The Head of POS (Aftersales Operations) will lead and oversee the entire Retrieval Zonal Management (ZM) Team across Nigeria. The ideal candidate will be responsible for driving field efficiency, ensuring timely repair and replacement of POS devices, and maintaining operational discipline across all retrieval regions. This role requires strong leadership, analytical thinking, and an excellent ability to translate business objectives into actionable field results.

Key Responsibilities

Team Leadership & Oversight

• Supervise and support all Zonal Managers overseeing Aftersales BDs across multiple regions.
• Ensure effective task allocation, performance monitoring, and adherence to standard operating procedures (SOPs).
• Conduct regular performance reviews, identify skill gaps, and implement improvement plans for underperforming zones.

Operational Efficiency

• Ensure all faulty POS devices are retrieved, repaired, swapped, or returned within the approved turnaround time (TAT).
• Monitor daily task completion rates, lead status, and agent satisfaction metrics.
• Maintain an average retrieval efficiency ratio (repair/swap completion within 1.5 working days).
• Track and report weekly performance against KPIs and ensure zones meet or exceed set targets.

Process Management

• Review and validate data from the POS care system to ensure accuracy and completeness of work orders.
• Collaborate with the QC and Repair Center teams to ensure quality assurance in device servicing and minimize repeat faults.
• Develop and implement operational improvement initiatives for better field productivity.

People Management & Development

• Motivate and mentor Zonal Managers to deliver high-impact results.
• Foster a culture of accountability, teamwork, and continuous improvement within the retrieval structure.
• Recommend disciplinary actions or commendations based on performance reports.

Reporting & Analysis

• Prepare weekly and monthly performance reports on retrieval, repair, and return activities.
• Analyze operational data to identify trends, challenges, and opportunities for efficiency gains.
• Present actionable insights to management and cross-functional teams for strategic decision-making.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Operations Management, or related field
• Minimum of 4 years’ experience in field operations, logistics, or aftersales management preferably in fintech, telecoms, or device servicing industries.
• Proven track record of managing large teams across multiple regions.
• Strong data interpretation, performance management, and process optimization skills.
• Proficiency in Excel, CRM tools, and reporting dashboards.
• Excellent communication, leadership, and problem-solving abilities.
• Results-driven with strong attention to operational details.
• Ability to multitask and handle fast-paced, performance-driven environments.
• Strong interpersonal and stakeholder management skills.
• High integrity and commitment to organizational goals