Manager; Merchant Back Office
Job Purpose
Provide support to merchant sales team and after sales support ensuring delivery of quality service while enhancing customer experience through Point of Sale devices, QR codes and e-commerce business.
Main Responsibilities:
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Support merchant sales team to process POS transaction deposits and revenue.
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Provide service support to the sales team by ensuring all POS terminal, QR codes functionalities and ecommerce requests are promptly actioned.
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Provide after sales support to merchants including resolve customer queries received from the sales team, merchants and branches within specified SLA.
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Manage disputes and escalate all calls failed to be attended to VISA and MasterCard when necessary and ensure they are resolved within SLA.
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Manage acquiring consumables availability and distribution to merchants.
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Coordinate merchant vetting process and verification of supporting documents to ensure compliance with NMB, BOT and card schemes operating standards and policies.
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Liaise with branch and channel support on merchant account opening and daily reconciliation of POS transactions.
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Identify, profile and report operational risk incidents related to merchant business activities.
Attributes
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Business understanding of banking operations.
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Extensive knowledge and understanding of card schemes.
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Excellent customer service and stakeholder management skills.
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Good communication skills.
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Analytical with good presentation skills.
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Leadership and people management skills.
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Planning and organizational skills.
Qualifications and Experience
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University Degree/Advanced Diploma in Business Administration, Banking or Information Technology.
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5+ years of sales and technical experience in EMV terminals and channels within a bank or scheme processing centers.
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Experience in merchant acquisition procedures and analytics.
