Job Objective
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).