Head, PTSA Operations

Job Objectives

• To provide strategic and operational leadership for the Payment Terminal Service Aggregator (PTSA) Operations Unit, ensuring the smooth running of POS terminal management, transaction processing, dispute resolution, settlements, and service delivery.
• The role ensures operational efficiency, compliance, and customer satisfaction in all payment terminal-related activities in line with CBN, NIBSS, and industry standards.

Duities and Responsibilities
Strategic and Operational Leadership:

• Oversee and coordinate all PTSA operations, including POS deployment, monitoring, maintenance, and support.
• Ensure the efficient processing and settlement of all POS and terminal-based transactions.
• Supervise daily transaction monitoring, ensuring minimal downtime and prompt issue resolution.
• Develop and implement operational strategies to improve transaction success rates and service uptime.

Transaction Settlement & Reconciliation:

• Manage the end-to-end settlement cycle for all PTSA-related transactions (merchant settlement, acquirer reconciliation, and interbank transfers).
• Oversee daily, weekly, and monthly reconciliations of POS transactions across all payment channels and partners.
• Resolve discrepancies and ensure timely settlement to merchants and stakeholders.
• Liaise with Finance and IT teams to ensure accuracy of postings and reports.

Dispute Resolution & Chargeback Management:

• Oversee handling of failed, disputed, or reversed POS transactions in line with regulatory timelines.
• Ensure effective communication with NIBSS, switches, banks, and merchants for dispute resolution.
• Monitor chargeback trends and implement preventive measures to reduce recurring issues.

Vendor, Partner, and Terminal Management:

• Manage relationships with terminal providers, acquirers, and service vendors.
• Approve POS terminal configurations, activations, and deactivations in compliance with policy.
• Monitor the health and performance of terminals (hardware/software) and drive maintenance efficiency.
• Ensure deployment and management align with CBN PTSA guidelines.

Compliance & Risk Management:

• Ensure strict adherence to CBN regulations, NIBSS operational standards, and internal control frameworks.
• Implement and monitor risk management controls across PTSA operations.
• Address audit observations promptly and maintain strong compliance ratings.
• Maintain data security and ensure all transaction records are properly archived.

People & Performance Management:

• Lead, motivate, and develop the PTSA Operations team to achieve operational excellence.
• Ensure clear performance goals, conduct regular reviews, and provide capacity-building opportunities.
• Foster a culture of accountability, innovation, and customer focus.

Reporting & Stakeholder Management:

• Prepare and present periodic reports on transaction volumes, terminal performance, settlement status, and incident logs.
• Interface with IT, e-Channels, Compliance, Risk, and Finance to ensure smooth service delivery.
• Represent PTSA Operations in management meetings and regulatory interactions as required.

Job Requirements
Education:

• First Degree in Accounting, Finance, Computer Science, Business Administration, or related discipline

Experience:

• Minimum of 10 years’ experience in payment systems, POS operations, or electronic banking, with at least 3 years in a managerial role.

Others:

• Strong understanding of CBN PTSA Guidelines, NIBSS processes, and payment industry regulations.
• Hands-on experience with POS terminal management systems, switching platforms, and settlement systems.
• Proven ability to manage large transaction volumes, reconciliation, and dispute processes.