State Coordinator (POS) at PalmPay

Role Overview

• The State Coordinator is responsible for overseeing, coordinating, and driving operational, sales, and performance activities within an assigned state.
• The role ensures effective execution of company policies, achievement of KPIs, team supervision, and alignment with organizational objectives.

Key Responsibilities
Operations & Performance Management:

• Coordinate all field operations within the assigned state.
• Ensure timely execution of deployments, policy switches, and other operational directives.
• Monitor daily, weekly, and monthly KPIs and ensure targets are met.
• Track POS deployment, activation, and transaction performance.
• Identify inactive or underperforming agents and drive recovery actions.

Team Supervision & Coordination:

• Supervise and support BDs, Aggregators, and field officers within the state.
• Allocate tasks and territories effectively to optimize performance.
• Conduct regular performance reviews, coaching, and feedback sessions.
• Escalate performance issues in line with company policy where necessary.

Aggregator & Agent Management:

• Onboard, manage, and retain Aggregators and agents within the state.
• Ensure Aggregators comply with company policies and operational standards.
• Drive engagement, training, and activation of Aggregators and agents.
• Resolve escalations relating to Aggregators, agents, and POS devices.

Reporting & Data Management:

• Ensure accurate and timely submission of daily and monthly reports.
• Validate data on live sheets, BI reports, and dashboards.
• Identify discrepancies and work with relevant teams to resolve them.
• Maintain accurate records of POS serial numbers, agent status, and deployments.

Policy Compliance & Implementation:

• Enforce compliance with all company policies, including deployment, policy switch, and performance policies.
• Ensure proper documentation and adherence to internal processes.
• Communicate policy updates clearly to field teams and Aggregators.

 Stakeholder Engagement

• Serve as the key liaison between the state team and Regional/Zonal Management.
• Collaborate with Operations, BI, Aftersales, and HR teams to ensure smooth execution of activities.
• Escalate critical issues promptly and follow through to resolution.

Training & Development:

• Organize and support trainings for Aggregators, agents, and field staff.
• Mentor team members to improve productivity and skill development.
• Promote best practices and continuous improvement within the state.

Risk & Issue Management:

• Proactively identify operational risks and inefficiencies.
• Ensure quick resolution of field challenges and customer complaints.
• Support fraud prevention and compliance initiatives where applicable.

Performance Indicators

• POS deployment and activation rate
• Policy switch conversion rate
• Agent and Aggregator activity levels
• Accuracy and timeliness of reporting
• Team productivity and KPI achievement.

Key Competencies & Skills:

• Strong leadership and coordination skills
• Excellent communication and reporting ability
• Data-driven decision-making
• Problem-solving and conflict-resolution skills
• Ability to manage multiple tasks under pressure
• High level of integrity and accountability.