Head, Payment Terminal Service Provider (PTSP) at Unified Payment Services Limited

Job Objective(s)

• The Head, Payment Terminal Service Provider (PTSP) is responsible for providing strategic leadership and operational oversight for all Payment Terminal Service Provider activities.
• The role ensures the efficient deployment, management, maintenance, and optimization of Point-of-Sale (POS) terminals while driving merchant acquisition, service quality, regulatory compliance, operational excellence, and business growth.

Duties and Responsibilities
Strategic Leadership:

• Develop and implement the organization's PTSP strategy in alignment with corporate objectives.
• Drive business growth through merchant expansion and increased terminal deployment.
• Develop annual business plans, budgets, and operational targets.
• Identify new market opportunities and innovative payment solutions.
• Lead digital payment transformation initiatives.
• Develop strategic partnerships with banks, fintech companies, payment switches, and payment service providers.

Payment Terminal Operations:

• Oversee end-to-end lifecycle management of POS terminals.
• Ensure timely procurement, configuration, deployment, activation, replacement, and retrieval of terminals.
• Monitor terminal performance and availability.
• Develop operational procedures for terminal management.
• Ensure high terminal uptime and operational efficiency.
• Oversee preventive and corrective maintenance activities.

Merchant Management:

• Develop merchant acquisition strategies.
• Establish merchant onboarding standards.
• Ensure efficient merchant training and support.
• Manage merchant relationship programs.
• Resolve merchant complaints and service issues.
• Monitor merchant performance and transaction activity.

Service Delivery:

• Ensure excellent customer service delivery.
• Monitor Service Level Agreements (SLAs).
• Improve turnaround time for terminal deployment and maintenance.
• Ensure timely resolution of technical issues.
• Enhance merchant satisfaction levels.

Regulatory Compliance:

• Ensure compliance with Central Bank regulations governing PTSP operations.
• Ensure adherence to industry standards and payment regulations.
• Maintain operational policies and procedures.
• Coordinate regulatory examinations and audits.
• Ensure compliance with AML/CFT, KYC, and data protection requirements.

Key Performance Indicators
Business Growth:

• Number of new merchants onboarded
• Number of terminals deployed
• Terminal deployment growth rate
• Merchant retention rate
• Revenue generated from PTSP operations.

Operational Efficiency:

• Terminal uptime (%)
• Terminal utilization rate
• Average deployment turnaround time
• Average repair turnaround time
• First-time fix rate.

Financial Performance:

• Departmental budget adherence
• Cost per terminal deployed
• Revenue growth
• Operating margin.

Compliance:

• Regulatory compliance score
• Audit findings resolved
• Policy compliance rate.
• Zero regulatory sanctions.

Job Requirements

• Education: BSc/HND in Computer Science, Information Technology, Business Administration, Banking & Finance, Economics,  Engineering, or a related discipline.
• Others: Master's degree (MBA or relevant postgraduate qualification) is an added advantage. Relevant professional certifications such as: PMP, ITIL, CISA, CISM, Prince2, Certified Payments Professional (CPP), Project Management certifications.
• Experience: Minimum 10 years post NYSC in relevant experience in banking, fintech, payment systems, or electronic payment operations. At least 5 years in a senior management or leadership position. Demonstrated experience in POS terminal deployment, merchant acquisition, and payment operations. Experience managing large-scale field operations and cross-functional teams.

Reporting Relationships:

• Functionally and administratively reports to: Group Head, Business Support.

Key Competency Requirements:
Knowledge:

• Good knowledge of the payment industry.

Skill/Competencies:

• Payment systems and electronic transactions.
• POS terminal lifecycle management.
• Merchant acquiring and onboarding.
• Payment switch operations.
• Digital payment ecosystems.
• Payment security standards (PCI DSS).