Job Offers at PalmPay

Job Summary:

• Palmpay BNPL is looking for a results-driven Sales Operations Executive to focus on driving new customer acquisition.
• This role will play a critical part in expanding our customer base,optimizing sales processes,and ensuring seamless onboarding for new clients.
• You will also manage operations for key accounts.This role will ensure seamless execution of client requirements, maintain strong relationships with high-value accounts,and support revenue growth through operational excellence.
• Acquiring new customers:

Responsibilities:

• Identify,qualify,and convert new prospects into active customers.
• Collaborate with the marketing and sales teams to develop ad -generation strategies.
• Track and report on sales pipeline,conversion rates,and acquisition performance.
• Ensure smooth onboarding of new customers,including documentation and account setup.
• Analyze market trends and competitor activities to refine acquisition strategies.
• Work with finance and operations teams to ensure accurate order processing and billing.
• Managing operations for key accounts:
• Act as the primary operations contact for assigned key accounts.
• Coordinate order processing, invoicing, and delivery to ensure service excellence.
• Monitor account performance metrics, including sales targets, retention rates,and satisfactions cores.
• Work closely with account managers to develop account-specific strategies and growth plans.
• Resolve operational issues promptly to maintain strong client relationships.
• Provide data-driven insights to support decision-making and account optimization.
• Support contract renewals, upsell opportunities, and cross-functional collaboration

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• We are looking to recruit an experienced Performance Management Lead. The ideal candidate will be responsible for developing, implementing, and managing performance management processes and initiatives within the organization. You will play a critical role in facilitating the ongoing assessment, feedback, and improvement of employee performance to support organizational goals and objectives. In addition, you collaborate with managers and HR business partners to ensure alignment between individual performance goals and overall business objective.

Responsibilities:

• Develop, implement, and oversee performance management policies, procedures, and systems to ensure consistency and fairness across the organization.
• Collaborate with HR business partners and departmental managers to establish performance standards, goals, and expectations for each role.
• Train managers and employees on performance management processes, including setting SMART goals, providing constructive feedback, and conducting performance evaluations.
• Provide guidance and support to managers in addressing performance issues, identifying development opportunities, and implementing performance improvement plans.
• Coordinate the annual performance review cycle, including scheduling, communication, and data collection.
• Analyze performance evaluation data to identify trends, patterns, and areas for improvement, and provide actionable insights to leadership.
• Partner with compensation and benefits teams to ensure alignment between performance ratings and rewards systems.
• Stay abreast of industry best practices and emerging trends in performance management, and recommend enhancements to existing processes.
• Conduct regular audits and quality checks to ensure the integrity and effectiveness of the performance management system.
• Serve as a point of contact for employees seeking clarification or assistance with performance-related matters.
• Maintain confidentiality and sensitivity in handling performance-related information and discussions.

Qualifications:

• Bachelor's degree in Human Resources, Business Administration, Psychology, or a related field. Master's degree preferred.
• Proven experience in performance management, talent management, or HR consulting preferably in a corporate environment.
• In-depth knowledge of performance management principles, methodologies, and best practices.
• Strong understanding of employment laws and regulations related to performance management.
• Excellent communication and interpersonal skills, with the ability to build trust and credibility with diverse stakeholders.
• Demonstrated ability to facilitate difficult conversations and resolve conflicts in a constructive manner.
• Proficiency in HRIS (Human Resources Information System) software and other performance management tools.
• Analytical mindset with the ability to interpret data, draw meaningful conclusions, and make data-driven recommendations.
• Exceptional organizational skills, with the ability to manage multiple projects and deadlines simultaneously.
• High level of professionalism, integrity, and discretion in handling confidential information.

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Summary about the Role and Purpose

• The role is for Senior Channel Support Specialist who is passionate about our mission of driving financial inclusion in Africa.
• The ideal candidate will play an essential role in ensuring that payments made by PalmPay customers or businesses are processedcorrectly and in good time.
•  The ideal role holder will also be tasked with resolving any issues that arise with these transactions processing and availability of the payment channels as need arises.
• To ensure the smooth operation, monitoring, and support of all digital payment channels (e.g., Payin, Payout, funds transfers, POS, USSD, Mobile Wallet, Card, Agency Banking, etc.).
• The role involves real-time monitoring, issue escalation, incident management, performance analysis, and proactive communication with internal component teams and external partners to guarantee service availability, stability, transaction success, and customer satisfaction.

.Job Responsibilities:

• Responsible for the availability, stability, reliability, and operation of payment systems by monitoring, supporting, and optimizing production systems and services
• Provide Level 2 support for digital payment issues; escalate to relevant teams or service providers when necessary.
• Provide technical support in identifying, investigating, and resolving transaction-related issues.
• Proactive monitoring of processes and transactions across different payments leading to the identification of potential glitches.
• Ensure payment channels have a stable connection with the payment service providers and be available at all times to provide quick responses to any channel-related issue escalated internally or by external partners.
• Collaborate with the Product Management and Research & Development
• (R&D) teams to suggest/recommend new initiatives as well as optimizations of the payment channels performance to ensure improved customers’ experience.
• Track issues and work with component teams for timely resolution of downtimes on any of the payment services and/or channels.
• Analyze and interpret application logs and traces to identify failures and resolve the identified issues without breaching SLA.
• Taking up technical engagement with switches, partner banks, aggregators, and payment service providers.
• Support UAT and deployment of new channel features or integrations.
• Maintain a strong knowledge base and playbook for incident resolution
• Prepare daily/weekly/monthly reports on channel performance, costs, and incident logs.

Job Requirement:

• A minimum of a Bachelor’s or Higher National Diploma (HND) degree in Computer Science, Engineering, or any related field, or equivalent experience is required.
• At least three - four (3 - 4) years of related experience are required.
• Strong understanding of digital payments ecosystem (cards, wallets, POS,
• USSD, payin/payout) and technically skilled to manage and support of digital payment solutions.
• Excellent understanding transaction process flow on different payment systems, especially, bills payment services, value added services (VAS), funds transfer systems, POS and card payment systems.
• Basic knowledge of ISO 8583 messaging.
• Hands-on experience with payment monitoring dashboards and incident management tools.
• Strong communication with stakeholder engagement management skills.
• Ability to work in shifts and handle 24/7 operations if required.
• Effective use of database querying languages and tools to develop queries/reports and analyze business process data is an added advantage.
• Advanced proficiency in problem-solving and analytical skills with attention to detail, interpreting transaction logs/traces/trends, ability to investigate and address application issues.
• Strong work ethics and service mentality with the ability to manage multiple tasks.
• Experience working with reporting tools (Excel, SQL, BI tools) is an advantage