Head Payment Services at Hope Payment Service Bank

JOB PURPOSE: 

• The position reports Group Head, Payment Services and is responsible for the profitability and overall customer satisfaction for the Bank’s Payment Services/ Solution. The Head, Payment Services is responsible for all aspect of the Payment services Business and is therefore accountable for sourcing, collating and high-level evaluation of product concepts and requirements
• To grow and acquire customer base (merchant acquisition, microfinance banks, neo-banks, non-bank Financial Institutions, e-commerce and other commercial and corporate business) base and grow transaction counts and volume from time to time.
• Manage sales strategies and the various platforms used to conduct digital sales and increase market share from time to time.

JOB RESPONSIBILITIES:

Business and Financial Performance:

Merchant Services:

• Income Generation and deposit mobilisation
• Acquire and Manage Billers/Merchant On-boarding process. Identify and sign new partnerships.
• Win new businesses from clients and manage relationship with clients to grow the existing business
• Prompt deployment and proper maintenance of POS Terminals/Telephone POS and preparing monthly report showing the various income lines which is presented to management
• Develop strategies and implement same to deepen product penetration and increase product market share in Nigeria 
• Find and assess business opportunities in assigned channels and market
• Relationship team and merchant training on the use of electronic channels (payment and collections)
• Analyze and guide sales network on quality leads generated per product across applicable market sectors 
• Establish and maintain excellent working relationship with support teams e.g. settlement team, Clearing, Information Technology etc. 
• Develop and deliver the marketing strategies and operational plan for achieving growth objectives for revenue and profit for the Acquiring Business 
• Develop a rapport with strategic/key clients, set targets for sales Network Team and provide support that will continually improve the business relationship.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Manage the relationship and performance of Third-Party Processors (TPPs), Payment Terminal Service Providers (PTSPs) and other relevant vendors.
• Perform industry analysis and research to identify business opportunities to grow the collections of Hope PS Bank.
• Provide feedback from merchants and market feedback to meet market demands and generate product development ideas. 
• Keep abreast of trends and developments in digital financial services markets, products features, best practices and operational excellence. 
• Learning what the competition is doing in terms of customer pricing, experience in the local market, their alliances, credibility etc.

E-Commerce: 

• Develop and manage strategies to/and Acquire Merchants for the Banks e-commerce platforms and solutions
• Develop innovative solutions and products tailored to specific needs of the markets
• Manage existing relationship with clients to increase the share of wallets of the clients.
• Carry out strategic online marketing plans of the bank
• Manage the overall user experience including site navigation, content development and promotional campaigns
• Create engaging content for a variety of mediums including web, social media and more
• Ensuring an appropriate design, programming, and testing of the bank’s online based activities.
• Analysis of the e-commerce related performance.
• Devising strategies that harness sales-related insights, prevailing standards, and novel developments to encourage sales in our online store.
• Creating frameworks that transform our social media sites into highly profitable platforms.
• Analyzing traffic to inform website maintenance and the effectiveness of Hope marketplace.

Process, Control and Operational Performance:

• Utilize the internal control system in place to minimize operational losses and monitor its adequacy and effectiveness

Leadership:

• Motivate and lead team to achieve consistent profitability in line with approved KPIs
• Conduct regular people performance and productivity reviews 
• Build healthy talent pipeline 
• Strategically align with the bank’s execution plan for best-in-class digital solutions delivery 

Relationship Management

• Drive customer service excellence
• Establish and sustain a customer-centric business culture, leveraging on technology
• Ensure high customer satisfaction as measured and monitored through Customer feedback surveys

Governance

• Awareness and understanding of the regulatory framework, in which the business operates, and the regulatory requirements and expectations relevant to this role
• Responsible for delivering effective governance, capability to challenge stakeholders effectively; and willingness to work with any local regulators in an open and cooperative manner.
• Others as maybe assigned.

EDUCATIONAL QUALIFICATIONS:

• Minimum of first degree is required while master’s degree and professional qualification or accreditation is desirable
• Functional knowledge of digital channels and emerging payments, 
• A sound analysis of current market/ competitive positioning
• Strong interpersonal, influencing and communication skills.

SKILLS NECESSARY FOR JOB FUNCTION:

Good knowledge of MS Office.

• Analytical Skills
• Results-oriented/self-motivated
• Goal seeker
• Ability to multitask
• Initiative/Creative
• Detail oriented
• Ability to identify and implement business projects
• Excellent presentation skills
• Good Communication skills - verbal and written

EXPERIENCE:

Minimum of 10 years post-graduation experience in Banking, Mobile Money, Aggregators, Telcos, FMCG, Micro Finance, Banking/Financial Services sectors.