Company Description

About Magnati

Magnati is a regional leader in the payment solutions industry focused on direct acquiring, issuer processing and acquiring processing.

Magnati provides government, merchant and institutional clients with an intelligent payments platform that monetises data, using next generation technology to deliver improved experiences and increased efficiency. The Magnati brand is charged with energy and potential and is set to transform payments into possibilities.

Headquartered in Abu Dhabi, Magnati\'s expertise and relationships provide a platform for Magnati to attract international partners, while setting a new standard for innovation and delivery in the payments industry.

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Key Responsibilities

• To deliver a high quality comprehensive and consistent approach while handling complaints, request, and inquiries for Clients
• Develop Client SLA
• Capture, investigate and respond to escalated complaints, request and inquiries and monitor progress against complaints.
• Proactively contribute to identifying continuous improvement initiatives, developing business intelligence to identify changes and solutions, which improve the resolution of complaints, request and inquiries for Clients
• Collate Client satisfaction information to identify the success of our service provision and identify opportunities for service improvement.
• Oversee complaints root cause analysis including service requests and requests.
• To be an effective communicator and ensure all complaints, request and complaints are acknowledged in a timely manner and client are kept information throughout the complaint process.
• Manage the resolution of client complaints and production issues, Parameter change within given timescales in coordination with internal stakeholder / external vendor.
• Monitor and improve trends in complaints, request and inquiries volume and react immediately in case of any unusual
• Promote governance development within and ensure feedback to the Divisions
• Share periodically the findings and work with the respective stakeholders to fix the identified gaps/pain points.
• Identify areas for improvement in the quality of complaints handling and work with respective stakeholders to address
• Lead the development and maintenance of systems for the management of complaints
• Undertaking complex audits as appropriate using research methodology to benchmark complaint handling and monitor performance
• Lead the development of specific delegated policies, procedures or guidelines relating to complaints, request and inquires
• Monitor and Track production issue and ensure timely communication to the right stakeholder
• Obtain impact, Root cause Analysis and corrective action from IT /vendor for any production issue and avoid repeated issue
• Ensure Communication being sent to the client for any scheduled downtime and issues
• Participating in stakeholders meeting, documenting and follow-up on action items
• Ensure that all functional reports are prepared timely and accurately and meet requirements, policies, and quality standards.
• Package and present progress, next steps, and challenges regarding initiatives to the management as and when required
• Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities
• Support teams to implement the projects as (IT, Business, Ops, etc.)
• Ensures quality delivery by vendor as per the guidelines, in case of outsourced development & delivery areas
• Proactively identifies and provides solutions for any strategic delivery risks and issues

Qualifications

QUALIFICATIONS, EXPERIENCE, SKILLS, AND COMPETENCIES

Threshold Qualifications

• University Graduate
• Ability to develop strong professional relationships between Team and other units
• Overall understanding of Acquiring/payments landscape
• Leadership and Team Management Skills
• Experience with data visualization and analytics tools and products.
• Expertise in CMS, CRM, product management tools, automation and reporting tools

Years & Nature of Experience

• 7+ years of experience in a Fintech with exposure to Acquiring and Customer Services.
• Good Communication skills
• Good Excel and PPT skills
• Bilingual (Arabic & English )

First Abu Dhabi Bank