Head, POS Recovery - Lagos

• Recovery Strategy Governance
• Own the terminal recovery lifecycle that defines escalation speed and settlement windows based on terminal age, transaction history, and recovery economics.
• Ensure every terminal that enters recovery mode is assigned, tracked, escalated on schedule, and settled within its gate deadline — recovery, write-off, paid write-off, or insurance claim.
• Design and continuously refine the recovery strategy, covering device collection, swap logistics, sales agent coordination, external agency management, and the efficient flow of assets back to custody.
• Field Team Leadership
• Lead, manage, and hold accountable a distributed field recovery team across multiple regions.
• Instill a culture of operational discipline, accountability, and ethical conduct. Recovery work involves sensitive situations (confronting custodians about lost assets, handling disputes, managing bounty payments); the team must operate with integrity.
• Develop comprehensive standard operating procedures for every recovery scenario: BRM-led recovery, external agency coordination, business takeover, faulty terminal collection, voluntary write-off processing, dispute handling, revive processing.
• Build training programmes for recovery agents covering: terminal identification, check-in procedures, evidence collection for disputes, GPS and field management tools, escalation protocols.
• KPI Management and Recovery Economics
• Define and track recovery KPIs: recovery rate (pre-write-off), BRM recovery rate, external recovery rate, average days to recovery, cost per recovery, revive rate (post-write-off), bounty efficiency (bounty spend vs recovery value recovered).
• Own the recovery economics: ensure total bounty spend plus logistics cost is always less than the recovery value of the terminals retrieved. The programme must be self-funding — recovery must generate more value than it costs.
• Report monthly on: terminals entering recovery mode, terminals recovered, terminals written off, terminals revived, net financial impact, bounty spend, external agency spend, dispute volumes and outcomes.

Experience & Background

• Minimum 7 years of progressive experience managing large-scale field operations, logistics, asset recovery, or after-sales service, with at least 3 years in a senior leadership role.
• Experience managing distributed field teams across multiple regions in Nigeria — you understand the infrastructure, the logistics constraints, and the human dynamics of field recovery operations.
• Experience managing third-party service providers, contractors, or agency networks with performance-based contracts.
• Direct experience in the Nigerian market with its specific logistical, regulatory, and operational realities.
• Preferred: Experience from fintech, telecoms, e-commerce logistics, or any high-volume distributed asset management environment.
• Preferred: Experience managing asset recovery at scale (thousands of units per month, not dozens).

Skills & Competencies

• Proven ability to design and implement structured operational processes (SOPs, escalation frameworks, settlement procedures) from scratch or through a major restructure.
• Strong analytical capability — you use data to drive decisions, track performance, calculate ROI on recovery spend.
• Financial discipline & budget management — experience managing a budget or cost centre, understanding unit economics, and demonstrating net positive recovery value.
• Technical & Systems acumen — experience with product management/development lifecycles (writing briefs, working with engineers), GPS tracking, CRM, field management tools, or route optimisation platforms.
• Regulatory & Compliance understanding — familiarity with insurance claim processes, write-off accounting, or asset disposal regulations in Nigeria.