State Coordinator (POS) at PalmPay

Reports to: Regional Manager 

Key Responsibilities

• Oversee and coordinate all POS operations within the assigned state to ensure smooth and efficient service delivery
• Recruit, onboard, and manage POS agents, merchants, and field officers across the state
• Monitor daily POS transaction volumes, agent performance, uptime, and revenue growth
• Ensure compliance with company policies, KYC requirements, and regulatory guidelines issued by relevant Nigerian authorities (e.g., Central Bank of Nigeria)
• Manage escalation and resolution of operational issues such as terminal downtime, failed transactions, settlements, liquidity challenges, and customer complaints
• Collaborate with technical, support, and operations teams to resolve system issues and improve POS performance
• Develop and execute strategies to expand agent networks and increase market penetration within the state
• Conduct regular training and performance reviews for POS agents and field teams
• Analyze market trends, competitor activities, and customer feedback to identify growth opportunities
• Prepare and submit periodic performance, risk, and operational reports to regional or national management
• Ensure proper cash management, settlement accuracy, and reconciliation processes in coordination with the finance team
• Enforce fraud prevention measures and promptly report suspicious activities
• Represent the company in engagements with local partners, merchants, and government stakeholders when required

Operational Performance KPIs:

• POS terminal uptime percentage
• Number of active POS terminals vs. deployed terminals
• Transaction success rate (%)
• Average transaction processing time
• Number of unresolved operational issues beyond SLA

Agent & Network Growth KPIs:

• Number of active POS agents in the state
• Net new POS agent acquisitions per month
• Agent activation rate after onboarding (%)
• Agent retention rate
• Agent productivity (average transactions per agent per day/month)

Revenue & Volume KPIs:

• Total transaction volume (value and count)
• Revenue generated from POS transactions
• Month-on-month transaction growth rate
• Average revenue per agent (ARPA)
• Contribution of the state to national POS revenue

Compliance & Risk KPIs:

• KYC compliance rate among agents
• Number of regulatory or audit issues reported
• Fraud incidence rate and loss value
• Timeliness of fraud reporting and resolution
• Settlement accuracy rate

Customer Experience KPIs:

• Number of customer complaints related to POS services
• Average complaint resolution time
• Customer satisfaction score (CSAT) or agent satisfaction score
• POS downtime incidents impacting

Team & Execution KPIs:

• Field team productivity (visits, activations, trainings conducted)
• Training completion rate for agents and staff
• Execution rate of state-level growth initiatives
• Timeliness and accuracy of performance reporting

Educational Qualification and Skills

• Bachelor’s Degree in Business Administration, Banking & Finance, Economics, Accounting, Marketing, or a related field.
• Communication and interpersonal Skills, Analytical and Problem-Solving Skills,
• Technical and Operational Skills.