PALMPAY LIMITED
State Coordinator (POS)
Enugu, Enugu State, Nigeria - Contracted
Job Title: State Coordinator
Role Overview
The State Coordinator is responsible for overseeing, coordinating, and driving operational, sales, and performance activities within an assigned state. The role ensures effective execution of company policies, achievement of KPIs, team supervision, and alignment with organizational objectives.
Key Responsibilities
1. Operations & Performance Management
Key Competencies & Skills
Performance Indicators
Role Overview
The State Coordinator is responsible for overseeing, coordinating, and driving operational, sales, and performance activities within an assigned state. The role ensures effective execution of company policies, achievement of KPIs, team supervision, and alignment with organizational objectives.
1. Operations & Performance Management
- Coordinate all field operations within the assigned state.
- Ensure timely execution of deployments, policy switches, and other operational directives.
- Monitor daily, weekly, and monthly KPIs and ensure targets are met.
- Track POS deployment, activation, and transaction performance.
- Identify inactive or underperforming agents and drive recovery actions.
- Supervise and support BDs, Aggregators, and field officers within the state.
- Allocate tasks and territories effectively to optimize performance.
- Conduct regular performance reviews, coaching, and feedback sessions.
- Escalate performance issues in line with company policy where necessary.
- Onboard, manage, and retain Aggregators and agents within the state.
- Ensure Aggregators comply with company policies and operational standards.
- Drive engagement, training, and activation of Aggregators and agents.
- Resolve escalations relating to Aggregators, agents, and POS devices.
- Ensure accurate and timely submission of daily and monthly reports.
- Validate data on live sheets, BI reports, and dashboards.
- Identify discrepancies and work with relevant teams to resolve them.
- Maintain accurate records of POS serial numbers, agent status, and deployments.
- Enforce compliance with all company policies, including deployment, policy switch, and performance policies.
- Ensure proper documentation and adherence to internal processes.
- Communicate policy updates clearly to field teams and Aggregators.
- Serve as the key liaison between the state team and Regional/Zonal Management.
- Collaborate with Operations, BI, Aftersales, and HR teams to ensure smooth execution of activities.
- Escalate critical issues promptly and follow through to resolution.
- Organize and support trainings for Aggregators, agents, and field staff.
- Mentor team members to improve productivity and skill development.
- Promote best practices and continuous improvement within the state.
- Proactively identify operational risks and inefficiencies.
- Ensure quick resolution of field challenges and customer complaints.
- Support fraud prevention and compliance initiatives where applicable.
- Strong leadership and coordination skills
- Excellent communication and reporting ability
- Data-driven decision-making
- Problem-solving and conflict-resolution skills
- Ability to manage multiple tasks under pressure
- High level of integrity and accountability
- POS deployment and activation rate
- Policy switch conversion rate
- Agent and Aggregator activity levels
- Accuracy and timeliness of reporting
- Team productivity and KPI achievement
