Job Description

To lead and coordinate the operational support, lifecycle management, and reliability of POS and other agent-channel devices across branches and agent base.

Main Responsibilities:

• Design and oversee a structured end-to-end POS device support framework covering installation, troubleshooting, preventive maintenance, repair coordination, redeployment, and disposals.
• Establish and coordinate a scalable first-line device support (briefings, trainings, user manuals, and knowledge repositories)
• Develop and implement a decentralized regional repair support model by organizing zonal technical teams to reduce repair turnaround time and improve responsiveness.
• Coordinate and supervise outsourced service providers to ensure timely and quality repair services in line with agreed SLAs and operational standards.
• Maintain centralized tracking of POS device incidents reported by branches and agents, ensuring systematic escalation, resolution, and closure of technical issues.

Device lifecycle

• Ensure proper asset tagging, inventory tracking, reordering forecast, reconciliation, and compliant disposal of obsolete or irreparable devices in line with asset management policies.
• Coordinate firmware upgrades, software updates, security patches, and configuration changes to maintain device performance and security compliance.
• Conduct periodic preventive maintenance checks and field health audits to reduce device downtime and extend equipment lifespan.

Vendor SLA & Performance

• Establish and monitor SLAs for device repair, replacement, and vendor performance to ensure compliance with uptime and turnaround targets.
• Serve as the primary liaison between agency banking operations, ICT teams, facilities teams, and external vendors on all device-related matters.
• Produce structured operational reports on device performance to guide operational decision-making.

Knowledge and Skills:

• Strong understanding of POS devices, payment terminals, connectivity, and device infrastructure used in financial services.
• Knowledge of device lifecycle management and understanding of SLAs and vendor performance monitoring.
• Working knowledge of operational reporting tools, Microsoft Excel, and basic data analysis techniques.
• Strong technical troubleshooting and device diagnostics capability.
• Operational and project coordination skills.
• Strong problem-solving and root-cause analysis capability.
• Effective communication and training skills.
• High level of integrity

Qualifications and Experience:

• Bachelor's degree in Information technology, Electronics engineering, Computer science, Telecommunications, or a related technical field.
• Professional certifications in IT service management, hardware maintenance, network support, or digital payments infrastructure will be an added advantage.
• Minimum 3 years' experience in device support, payment terminal management, IT field support, or digital channel infrastructure within banking, fintech, telecom, or payments industries.
• Experience managing POS devices, payment terminals, biometric devices, or similar field technologies.
• Experience coordinating vendors, repair centers, and field technical teams under defined SLAs.
• Exposure to agency banking infrastructure, digital payments ecosystems, or financial services technology operations will be an added advantage.

NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.

Female candidates and people living with disabilities are strongly encouraged to apply for this position.

NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.

Only shortlisted candidates will be contacted.

• Design and oversee a structured end-to-end POS device support framework covering installation, troubleshooting, preventive maintenance, repair coordination, redeployment, and disposals.
• Establish and coordinate a scalable first-line device support (briefings, trainings, user manuals, and knowledge repositories)
• Develop and implement a decentralized regional repair support model by organizing zonal technical teams to reduce repair turnaround time and improve responsiveness.
• Coordinate and supervise outsourced service providers to ensure timely and quality repair services in line with agreed SLAs and operational standards.
• Maintain centralized tracking of POS device incidents reported by branches and agents, ensuring systematic escalation, resolution, and closure of technical issues.
• Ensure proper asset tagging, inventory tracking, reordering forecast, reconciliation, and compliant disposal of obsolete or irreparable devices in line with asset management policies.
• Coordinate firmware upgrades, software updates, security patches, and configuration changes to maintain device performance and security compliance.
• Conduct periodic preventive maintenance checks and field health audits to reduce device downtime and extend equipment lifespan.
• Establish and monitor SLAs for device repair, replacement, and vendor performance to ensure compliance with uptime and turnaround targets.
• Serve as the primary liaison between agency banking operations, ICT teams, facilities teams, and external vendors on all device-related matters.
• Produce structured operational reports on device performance to guide operational decision-making.

• Strong understanding of POS devices, payment terminals, connectivity, and device infrastructure used in financial services.
• Knowledge of device lifecycle management and understanding of SLAs and vendor performance monitoring.
• Working knowledge of operational reporting tools, Microsoft Excel, and basic data analysis techniques.
• Strong technical troubleshooting and device diagnostics capability.
• Operational and project coordination skills.
• Strong problem-solving and root-cause analysis capability.
• Effective communication and training skills.
• High level of integrity

• Bachelor's degree in Information technology, Electronics engineering, Computer science, Telecommunications, or a related technical field.
• Professional certifications in IT service management, hardware maintenance, network support, or digital payments infrastructure will be an added advantage.
• Minimum 3 years' experience in device support, payment terminal management, IT field support, or digital channel infrastructure within banking, fintech, telecom, or payments industries.
• Experience managing POS devices, payment terminals, biometric devices, or similar field technologies.
• Experience coordinating vendors, repair centers, and field technical teams under defined SLAs.
• Exposure to agency banking infrastructure, digital payments ecosystems, or financial services technology operations will be an added advantage.