Head of POS (Aftersales Operations) at PalmPay Limited

PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers a number of financial services.

We are recruiting to fill the position below:

Job Title: Head of POS (Aftersales Operations)

Location: Lagos

Role Overview

• The Head of POS (Aftersales Operations) will lead and oversee the entire Retrieval Zonal Management (ZM) Team across Nigeria.
• The ideal candidate will be responsible for driving field efficiency, ensuring timely repair and replacement of POS devices, and maintaining operational discipline across all retrieval regions. T
• his role requires strong leadership, analytical thinking, and an excellent ability to translate business objectives into actionable field results.

Key Responsibilities
Team Leadership & Oversight:

• Supervise and support all Zonal Managers overseeing Aftersales BDs across multiple regions.
• Ensure effective task allocation, performance monitoring, and adherence to standard operating procedures (SOPs).
• Conduct regular performance reviews, identify skill gaps, and implement improvement plans for underperforming zones.

Operational Efficiency:

• Ensure all faulty POS devices are retrieved, repaired, swapped, or returned within the approved turnaround time (TAT).
• Monitor daily task completion rates, lead status, and agent satisfaction metrics.
• Maintain an average retrieval efficiency ratio (repair/swap completion within 1.5 working days).
• Track and report weekly performance against KPIs and ensure zones meet or exceed set targets.

Process Management:

• Review and validate data from the POS care system to ensure accuracy and completeness of work orders.
• Collaborate with the QC and Repair Center teams to ensure quality assurance in device servicing and minimize repeat faults.
• Develop and implement operational improvement initiatives for better field productivity.

People Management & Development:

• Motivate and mentor Zonal Managers to deliver high-impact results.
• Foster a culture of accountability, teamwork, and continuous improvement within the retrieval structure.
• Recommend disciplinary actions or commendations based on performance reports.

Reporting & Analysis:

• Prepare weekly and monthly performance reports on retrieval, repair, and return activities.
• Analyze operational data to identify trends, challenges, and opportunities for efficiency gains.
• Present actionable insights to management and cross-functional teams for strategic decision-making.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Operations Management, or related field
• Minimum of 4 years’ experience in field operations, logistics, or aftersales management preferably in fintech, telecoms, or device servicing industries.
• Proven track record of managing large teams across multiple regions.
• Strong data interpretation, performance management, and process optimization skills.
• Proficiency in Excel, CRM tools, and reporting dashboards.
• Excellent communication, leadership, and problem-solving abilities.
• Results-driven with strong attention to operational details.
• Ability to multitask and handle fast-paced, performance-driven environments.
• Strong interpersonal and stakeholder management skills.
• High integrity and commitment to organizational goals.

Application Closing Date
Not Specified.