Head, Payment Terminal Service Provider at Unified Payment Services Limited

Job Summary

• Responsible for delivering adequate support for the PTSP business that guarantees as well as sustain business growth. To ensure that all activities and units within the department function optimally and within agreed SLA.

Duities and Responsibilities
The HOD, Merchant Operations operation & Support shall primarily be responsible for following as well as assist the GH to execute oversee the following within Department Merchant Operation & Support

• Supervise and ensure all activities and functions of Merchant operations support Unit are carried out.
• Prepare PDO/ Supervisors monthly performance schedule.
• Ensure 90% of issues reported across various trackers are fixed within SLA.
• Oversee to ensure due Quality Assurance is done on terminals delivered to Merchant Operation & support team for deployment to avoid mismatch.
• Provide weekly monthly merchant support feedback to banks and the business team.
• Ensure that team member have functional working tool.
• Maintain a database of UP merchant details and their POS information.
• Maintain updated roadmap.
• Work with the business team and banks to constantly review merchant performance and improve on UP POS active ratio.
• Maintain and validate periodically all UP owned & deployed POS terminals.
• Periodic merchant training on card acceptance procedures and card security features.
• Manage relationship as well as bring on board new Telcos for use at UP merchant outlet.
• Monitor and maintain agreed SLA across all UP PDO services.

Device Application & Support:

• Ensure all configurations and replacement requests are treated within SLA.
• Ensure records of configuration are kept and backed up from time to time.
• Always maintain records of terminal profiles as well as references when terminals are being re-configured or replaced.
• Ensure that terminals repair center is functional & are adequately stocked to meet up with required TAT/SLA.
• To maintain and reconcile with accounts department as well as the business teams the records of terminals repaired as well as parts used.
• Maintain proper QA process in line with approved process.
• Maintain records of SIM cards used on terminals before deployment.
• Ensure that terminals are properly prepped for deployment – SIM, decal, signage, cable etc.
• Ensure that terminals are properly registered across all systems.
• Engage Banks/ NIBSS/ internal stakeholders for all registration and configuration related issues.
• Engage Banks/ NIBSS/ internal stakeholders for all transaction failure-related issues e.g. Routing Error, function not supported, Group Key issues etc.
• Carry out fixes, patches and investigate problems and work with channels and other internal and external stakeholders to resolve.
• Supervise and ensure thorough regression test is carried out when applications released or modified. 14.Understand and interpret User Requirement for bespoke POS application customization.
• Interface with internal and external vendors and third parties on device specification and quality.

Requirements

• Education: BSc/HND in Business Management/Economics/Finance or Technology.
• Others: Hands on in channel operation, processes & function especially in the financial sector will be an added advantage. Strong interpersonal skills
• Experience: Minimum 10 years post NYSC.