Manager Merchant Support

JOB REPORTING TO: Senior Manager Acquiring Business

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.

ACCOUNTABILITIES

• Support the Merchant sales team to process POS transaction deposits and revenue
• Providing service support to the sales team by ensuring all POS terminal, QR codes functionalities, and e-commerce requests are promptly actioned
• To provide after-sales support to merchants including resolve customer queries received from the sales team, merchants, and branches within specified SLA
• To manage to acquire consumables availability and distribution to Merchants
• To lead the team in various projects related to Card business Channels
• Coordinating Merchant vetting process and verification of Merchant supporting documents to ensure compliance to CRDB, BOT and card schemes operating standards and policy.
• To liaise with branch and channel support on Merchant account opening
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• To liaise with branch and channel support on daily reconciliation of POS transactions
• To identify, profile and report operational risk incidents related to merchant business activities
• To pursue continued improvement in personal development by participating in the development programs and training

EDUCATION QUALIFICATIONS, KNOWLEDGE & SKILLS

• University Degree/Advanced Diploma in Business Administration, Banking, or Information Technology
• A minimum of five years of experience in Card operations and POS device operations
• Business understanding of Banking operations, card products, customer service and merchant acquisition procedures and analytics
• Building Positive Working Relationships, Coaching, excellent Communication, Contributing to Team Success, Customer Focus, Formal Presentation, Planning & Organization.
• Business understanding of Banking operations and risk Management
• Computer literate
• Teamwork and Time Management