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Job Description
Job Title; State Coordinator (POS)
Reports to: Regional Manager
Location : Anambra, Enugu, Calabar
Key Responsibilities
Reports to: Regional Manager
Location : Anambra, Enugu, Calabar
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
- 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
- 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)
- 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
- 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
- Number of customer complaints related to POS services
- Average complaint resolution time
- Customer satisfaction score (CSAT) or agent satisfaction score
- POS downtime incidents impacting
- 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
- 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.