● Design strategy and manage all processes and initiatives across commercial operations – cutting across Field Operations, Customer Experience, and Customer Success.● Design and analyse core KPIs daily to increase activity, retention, conversion, and engagement of all merchants.● Co-lead the expansion of Traction across the country in relation to commercial operations.● Drive necessary stakeholders’ engagement (internal and external) to ensure we meet our customer promises.● Drive change and instigate a culture of continuous improvement within the commercial operations team.● Maintain a tight focus on resource optimization, prioritizing, attracting, developing, and retaining key talents.● Ensure consistency of Traction’s voice and customer promise across all customer engagement channels.● Work with other teams, including the Product, Sales, Engineering, and Finance teams to ensure efficient execution of responsibilities.● Customer insight report to aid our customers to scale their business operations.

• Supervise the technical support on POS terminals from different manufacturers such as Verifone, Pax, Ingenico, Nexgo, OrangeBox e.t.c which are deployed to Financial Institutions, NGOs, Small and Medium Scale merchants, Embassies, Telecommunications, Oil & Gas, Government and Private Organizations.• Providing reports and activity updates to management/industry stakeholders.• Facilitate training for Financial Institutions on Electronic Funds Transfer with respect to the POS channel.• Bi-annual training for our Field Officers in different Nigerian zones. Majorly in Lagos, Abuja, Ibadan, and Portharcourt.• Supervise a Team by helping them understand performance targets and goals. Share company updates and new objectives to the Team members. • Monthly performance evaluation for our over 80 Field Officers that cut across Nigeria.• Supervise technical support to Interswitch and Bank acquired merchants across Nigeria, Ghana, Kenya, Uganda, and Sierra Leone• Quality Assurance on Kimono POS application to ensure that the customers’ requirements are met based on industry standard.• Supervise the configuration and support of integrated system tills to Interswitch’s e-payment environment for the card and cash acceptance.• Integration of POS terminals to Paydirect for merchants (Hotels, Telecommunications Companies e.t.c) needing notification to their Enterprise Resource Planning(ERP) system.• Supervise the Real-time transactions monitoring and analysis of E-payment platforms.• Supervise the Loyalty solution on POS terminals for Fast Moving Consumer Goods(FMCG), Retail Supermarkets and Fuel Stations.• Review of operating cost for service delivery within budget.• Develop and maintain Customer Relationship Management• Supervise support for merchants with customized POS applications such as;a. Fuel Voucherb. Bills Paymentc. Agency Bankingd. Customer Selectable PIN for Financial Institutionse. Smart Fuelf. Smart Healthg. Smart Canteen

1. PTSP(Payment Terminal Service Provider) for POS terminals deployed to merchants.2. Support services to GTBank Ghana on their POS terminals.3. Support to Nigerian State governments on POS terminals deployed to increase their Internally Generated Revenue(IGR)4. Training for Banks on the Electronic Funds Transfer architecture with respect to POS channel.5. Support Micro-Finance Banks on the POS@branch or in-branch solution for customer selectable pin change solution.6. Support POS terminals with Billpayment solution for Telecommunications providers in Nigeria.7. Test new innovations on POS terminals such as Verve Paycode, contactless cards and Mastercard Bin2series.8. Integration of POS terminals on Paydirect for merchants(Hotels, Telecommunications Companies e.t.c) needing notification to their Enterprise Resource Planning(ERP) system.9. Support for Fuel Voucher solution on POS terminals deployed to Fuel Stations.10. Loyalty solution on POS terminals for Fast Moving Consumer Goods(FMCG), Retail Supermarkets and Fuel Stations.11. Develop, maintain and enhance customer relations.

My role entails e-payment product support and project execution. Including support services throughout the product lifecycle, meeting customer requirements, working closely with the business development team and above all ensuring that it meets the company’s overall strategy and goals.1. Project support service: As Interswitch is a PTAD (Payment Terminal Application Developer), I am an expert in promoting and supporting the use of Kimono based applications on POS terminals manufactured by Verifone and Pax of different models and types deployed by a PTSP (Payment Terminal Service Provider). All types of POS terminals are GPRS, LAN, WIFI and CDMA.2. Coordination of our business support partners: I perform a supervisory role to all our field engineers who are in all the geopolitical zones in Nigeria.I. Review of activities and reports presented by the field engineers.II. Cost management in ensuring assigned tasks are met by the field engineers within a specified budget.III. Providing consultancy services to our field engineers whenever issues are escalated to me for resolution.3. Editing kimono application KXML (Kimono Extensible Mark-up Language) for Verifone and Pax POS terminals.4. Product Operations: Monitoring, reporting and querying transactions on the various/portals/schemes/web Channels such as RetailPAY, Kimono, ExtraSwitch, Verve Reward, PayDirect, E-vending and VTU (Virtual Top Up).5. Ensuring interoperability of cards on POS terminals; Verve, MasterCard, VISA and China UnionPAY which involves upgrade and configuration.6. Using Microsoft Dynamics CRM as a tool in managing SLA/OLA set by the company for timely resolution of customer queries.7. Retail Management Solution: ensuring 99.9% up-time with the use of RetailPAY systems by Merchants. This involves follow-up and routine interaction with our merchants to ensure growth in their transaction volume. I am also involved in the management of RetailPAY hardware systems.

Job Duties/ Responsibilities/ Accountabilities:Regular/daily duties • Sale of business solutions, products and services (RetailPAY, PetrolPAY, Instant POS, and POS terminals)• Customer Relationship Management• Increase market share of ISO business with banks• Sales fulfillment of division’s devices• Responsible for achieving set financial targets with respect to Merchant Acquiring.• Generate demand by proactively reaching potential customers of banks to make them aware of the company’s products and services, in the bid to utilize these services.• Cross-sell & up-sell InterSwitch products to banks. • Develop Memorandum of Understanding (MOU) (when required), Project Initiation Document (PID) for all projects before they commence and ensure their sign off with the customer.• Perform customer demonstrations of InterSwitch product/solutions to clients as requested.• Actively listen to bank’s requirement or challenges and provide a strategic fit to any of our products or solutions• Prepare business requirement document to capture bank’s requests for adoption of our solutions with specific business requirements tailored to their operations• Provide periodic status on assigned tasks• Generate quotations and communicate new wins to Finance Group for prompt invoice generation and receipt of payments from banks.• Track payment for project/sales; ensure payment terms are adhered to• Responsible for continuously developing competencies in relevant areas pertaining to the job through self-effort, supplemented by training provided by the company• Continually update knowledge of the various solutions/products to identify ways of improvement.• Attend exhibitions to perform stand shows and sales duties.

- Attend to inbound calls from customers with the aim of issue resolution- Promote Company Products and Services- Escalate and route customer issues to the relevant process operators (Back Office)- Follow through on customer queries ensuring prompt resolution and feedback from Customers- Educate customers on the use of Airtel's products and services