Team Lead, Merchant operation & Support (MOS)

Job Summary

To supervise the activities & teams responsible for providing support to merchants of all the groups in the Financial Institutions Directorates, and ensure prompt resolution of all operational issues.

Job Details

The Team Lead for merchant operation & Support shall primarily be responsible by assisting the HOD to execute the following across the Department:

Track all merchant requests/complaints through interface with Helpdesk, Supervisors, Ro and Bank
Resolve issues for each bank via Support Structure
Interface with Ros, Banks & Device Application & support team for timely deployment, Upgrades/ Updates & repairs of terminals
Work with relevant stakeholders (internal & external) to hold periodic trainings for members of the team.
To ensure that clients are adequately informed and trained on new and existing applications, new Products & Solutions
Ensure that team member have functional working tool by working with relevant teams through interface with Admin.
Work with team members to ensure that the health status is adequately monitored across all Terminals where UP is PTAD (and other PTAD’s applications where monitoring App is available) with a view to taking proactive steps to deal with issues identified.
Ensure PDOs undertake visits to Merchant locations in line with agreed SLA as well as monitor the deployment of paper rolls and other consumables, including decals
Maintain a database for details of PoS terminals as PTSP.
Ensure datasheet is updated regularly with newly assigned merchant and terminal details/status.
Send report to stakeholders- Banks/ Business Team.
Work with Supervisors to develop daily roadmap for support officer.
Work with team members to prepare daily/weekly/monthly support staff performance appraisal report.

KEY PERFORMANCE INDICATORS

Ensure 95% Support issues reported are resolved within SLA
Ensure 95% visitation
Keep 100% accurate record of details of POS terminals deployed in line with last visitation.
100% terminals deployment in line with agreed SLA.
Check the performance of support staff and ensure agreed target is met.
Provide required reports within agreed SLA

Requirements

Education University: BSc/HND in Business Management/Economics/Finance/Computer Science or Computer Engineering.
Experience: Hands on in business process function especially in the financial sector will be an added advantage. Strong interpersonal skills

KEY COMPETENCY REQUIREMENTS

Knowledge Good geographical knowledge of coverage area.	Skill/Competencies Excellent communication and listening skills Good knowledge of excel High drive, initiative and motivation Attention to detail

About Company

UNIFIED PAYMENT SERVICE LTD

https://www.up-ng.com/

UP® otherwise known as Unified Payments or Unified Payment Services Limited is a group of companies with services including Financial Technology, Banking, Payment Scheme, Digital Commerce, Value Added Service, Payment Solutions, Software Solutions, etc. The UP® Group comprises (i) UP® which is Nigeria's premier financial technology service provider (ii) Hope PSBank which is Nigeria's premier payment service bank (iii) Payattitude® which is a digital-first payment scheme (iv) UP Digital which is a telecom value added service provider; and (v) TM30 which is software solutions provider. At UP®, we PRIDE ourselves in our mission statement of Professionalism, Respect, Innovation, Dependability, and Execution. In demonstration of our cross-enterprise alliances and capabilities, companies in the UP® group provide diverse services to different businesses that offer similar or the same services as our company and her subsidiaries or associates. Major Services & Solutions The major services and solutions offered by UP® which is the parent company of the UP® Group are in two categories: B2B (Business-to-Business) and B2C (Business-to- Consumer). Under B2B, our services include (i) Processing (ii) Switching (iii) Payment Terminal Services (iv) Settlement services (v) Instant Payments/Transfers (vi) Merchant Services; and (vii) Payment Solutions/Revenue Optimisation. For B2C, the services and solutions include (i) Value Added Services (ii) Verification Services (iii) Virtual Mall; and (iv) Agency Banking.