Head of POS Aftersales Operations

About the role

The Head of POS Aftersales Operations will lead the Retrieval Zonal Management team across Nigeria, ensuring efficient repair, replacement and return of POS devices. This senior position combines field leadership with analytical oversight to meet strict turnaround targets.

Key responsibilities

• Supervise Zonal Managers and Aftersales Business Development staff across multiple regions.
• Allocate tasks, monitor performance, enforce SOPs and conduct regular performance reviews.
• Ensure faulty POS devices are retrieved, repaired or swapped within the approved 1.5‑day turnaround time.
• Track daily completion rates, agent satisfaction and weekly KPI performance.
• Validate POS care system data, collaborate with QC and Repair Center teams to guarantee quality.
• Develop and implement operational improvement initiatives to boost field productivity.
• Mentor and motivate Zonal Managers, fostering accountability and continuous improvement.
• Prepare weekly and monthly performance reports, analyse trends and present actionable insights to senior management.

Required profile

• Bachelor’s degree in Business Administration, Operations Management or a related field.
• Minimum 4 years’ experience in field operations, logistics or aftersales management, preferably in fintech, telecom or device servicing.
• Proven track record of leading teams and delivering operational results.

Required skills