Head, Merchant and Agency Services Business Support at Unified Payments Service Limited

Unified Payments Service Limited is a company set up by a consortium of banks to provide and manage a credible and cost-effective smartcard operation through introducing an alternative method of payment in Nigeria.

We are recruiting to fill the position below:

Job Title: Head, Merchant and Agency Services Business Support

Location: Lagos
Employment Type: Full-time

Job Summary

• To provide strategic leadership and oversight for the Merchant and Agency Services Business Support function by driving operational excellence, performance optimization, and service delivery effectiveness across the merchant and agency ecosystem.
• The role is responsible for ensuring seamless onboarding, transaction monitoring, issue resolution, compliance adherence, and data-driven decision-making to enhance merchant and agent experience, improve transaction performance, and support business growth in alignment with Unified Payments’ fintech strategy.

Responsibilities

• Provide strategic leadership and direction for the Merchant and Agency Services Business Support team.
• Oversee end-to-end merchant and agent onboarding, ensuring compliance with regulatory and internal policy requirements.
• Drive operational efficiency across merchant and agency support processes, including issue resolution, dispute management, and escalation handling.
• Monitor transaction performance, settlement processes, and service levels to ensure accuracy, timeliness, and reliability.
• Develop and implement performance metrics (KPIs and SLAs) to track service quality and operational effectiveness.
• Ensure merchants and agents operate in line with regulatory guidelines, contractual obligations, and company policies.
• Collaborate with Technology, Risk, Compliance, Finance, and Operations teams to resolve systemic issues and improve service delivery.
• Lead business analysis initiatives, providing insights and reports to support decision-making and strategic growth initiatives.
• Oversee product testing, User Acceptance Testing (UAT), and process enhancements impacting merchant and agency services.
• Drive continuous improvement initiatives to enhance customer experience and operational scalability.
• Ensure proper documentation and maintenance of accurate records of all support activities.

Requirements
Education:

• First degree in Finance, Banking, Economics, Business Administration, or related field.
• A Master’s degree or relevant professional certification will be an added advantage.

Experience:

• Minimum of 10years post-NYSC experience, with at least 5 years in a leadership role within merchant acquiring, agency banking, digital payments, or fintech operations.

Others:

• Strong knowledge of e-commerce platforms, paymentgateways, digital wallets, and merchant operations.

Application Closing Date
31st March, 2026.