Merchant Service Support Manager

To support the business unit’s ongoing projects in technical and operational aspects. To ensure that the end to end process of the products and services being provided is in order by making sure SOPs and Operation procedures reflects the business objectives.

• To assist to and support to execute the Value Centre’s business plans for structuring highly relevant and innovative financial solutions to deepen account adoption and to reach more customers at lower cost, in line with the overall bank’s strategy of driving nation-wide financial inclusion
• Provide technical, operational, product, sales and service support to an assigned group of Merchant Sales Consultants covering a multi-state territory and large corporate clients for Card and Electronic Payment Services (specifically POS & ecommerce)
• Provide sales support to Merchant Sales Consultants for any product, pricing or implementation issues that may occur during the sales process
• Ensure merchant needs and issues are being met and resolved in a high-quality and timely manner.
• Provide merchant support for any operational projects or product releases/enhancements that may impact new or existing merchants.
• Involvement may include client communication, outbound call support or conversion support.
• Develop and maintain a comprehensive knowledge of all applicable point-of-sale hardware and software solutions, payment gateway solutions, connectivity options and all other payment-related applications.
• Develop and maintain a comprehensive knowledge of all current and future payment processing products and services (e.g. check services, gift/loyalty card programs, pre-paid, wireless applications, mobile, tablet solutions).
• Recognize new product or pricing trends within the industry and recommend new ideas or processes to management
• Develop and maintain comprehensive knowledge of payment network rules and operating regulations. Work with prospects and existing vendors, third party
• processor and payment partners to ensure compliance with payment network rules and operating regulations.
• To carry out any other duties or special project which may assign to you from time to time by Supervisor 

• Bachelor’s degree in Business Management, Accounting, Finance, Computer Science or related field,
• Display a high-level of ownership and superior work ethic
• Excellent interpersonal and communication skills
• Has knowledge on various computer hardware and software applications
• Strong technical comprehension skills
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
• Minimum 3 years working experience in POS & ecommerce Sales and Support functions