Job Title : Regional Manager
Location : Abuja
Reports to : Chief of Operations
Direct Reports : Regional Support Supervisor
Part of Global Accelerex’s middle management with overall responsibility for the Region. As a Regional manager, you will be responsible for the profit and loss, and entire financial state of the region.
Manage operational activities and ensure that Global Accelerex’s customers are satisfied with its services. Oversee performance of all staff in the region.
Ensure prompt and efficient customer support and 100% uptime of all Point-of-Sale (POS) terminals and other payment channels.
Constantly seek improvements and provide feedback to Management on key areas.
Primary Duties and Responsibilities
Preparing, executing and monitoring regional action plans
Implementing quality and customer-service standards and SLAs
Ensuring excellent level of service through acknowledgement of support requests, professional support responses and friendly communication with both external and internal customers
Overseeing to ensure prompt resolution and closure of all assigned service tickets with resolution feedback adequately captured in the service ticket
Supporting and contributing to all operational policies, processes and procedures
Evaluate current sales processes and recommend improvements that will lead to better efficiency and productivity
Providing Management and other stakeholders detailed reports regularly
Reviewing update or feedback from Regional Support Supervisors on a day-to-day basis and taking appropriate action on reports provided
Liaise with Relationship management and Data team to improve the Ratio of Deployed vs. Active Terminals
Interface with the banks, NIBSS and other stakeholders (where required) to promptly resolve all issues that could impact customer service or the Company’s performance in the region
Ensure all banks are provided with timely and detailed weekly visitation and deployment reports in line with agreed SLAs
Any other function that may be assigned by line manager
Meet regional financial objectives by :
Ensuring achievement of the region’s sales goals and objectives
Generating leads and closing new deals
Identify emerging markets and market shifts while being fully aware of new products and competition status.
Contributing regional sales information and recommendations to strategic plans and reviews
Forecasting financial requirements for the region
Preparing an annual budget
Analyzing variances and initiating corrective actions
Accomplish regional human resource objectives by :
Contributing to recruitment, orientation, training and counselling employees in assigned region, in line with established HR procedures
Conducting performance appraisals : Communicating job goals and expectations; monitoring and reviewing job contributions;
enforcing policies and procedures
Ensuring that all staff have thorough knowledge of products and services
Minimum Education and Work Experience
Minimum of a University Degree (preferably in Computer Science, Business Management or related courses). Additional academic qualifications would be an advantage
Minimum of 5 years’ progressive experience in similar position.
Skills, Competencies and Requirements :
Excellent people, relationship and stakeholder management skills
Proven record of strong performance in driving performance and key field operations metrics
Demonstrated ability to prioritize and multi-task with great attention to details.
Ability to inspire interpersonal effectiveness in leading teams, and effecting change.
Experience preparing and managing budget
Ability to articulate thoughts into clear and concise written and verbal communication.
Ability to effectively work under pressure without supervision
Ability to work in a multicultural environment
Good analytical and problem-solving skills