State Coordinator (POS) at PalmPay

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


KPIs

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.