Merchant Services Manager Xpay
Dubai, United Arab Emirates
Job Description
Job Purpose:
Envisioning on the future, Majid Al Futtaim has identified FinTech as a critical service to support MAF\xe2\x80\x99s ecosystem and has been leading this space forward by providing its business with embedded financial services that create value & experiential differentiation.
The role is responsible to help us in strengthening and leading our Merchant Support team, which is critical to business and brings us closer to our merchants to provide them with best in class support.
The Merchant Support Team, which is a critical part of FinTech wider Business Operations Organization, is focused to assisting merchants with their payment experiences, from onboarding to post-go-live support. It is a merchant-facing team that acts as the first line of defense in resolving any transaction processing issues that our merchants may have and helping them with a variety of questions.
Job Details \xe2\x80\x93 Key Responsibilities and Accountabilities
Key responsibilities:
- Set-up our core merchant support team and assist our merchants experiencing challenges while processing through our platform
- Overseeing the day-to-day operations of the merchant support team.
- Work closely with our merchants\xe2\x80\x99 technical teams to assist with configuration questions
- Action tickets raised by merchants to understand the merchant\xe2\x80\x99s requirements and resolve as per SLAs
- Managing and responding to escalations as needed to ensure that our merchant issues are resolved as rapidly as possible within defined service levels.
- Communicate with payment providers as well as internal teams to diagnose and solve technical issues for our merchants
- Establish and follow our escalation procedures for critical issues and working closely with the internal engineering organization and product managers
- Participate in the on-call service rotation to provide merchants support in the evenings and over weekends
- Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations
- Answer merchant questions and resolves customer support problems related to billing, account management and troubleshooting.
- Monitoring and analysis of merchant\xe2\x80\x99s performance by analyzing active payment products, transaction behavior and service levels.
- Provide recommendations to merchants on how to improve payment flow and maximize revenue.
- Providing expertise, education and guidance to merchants on the intricacies of our products, services and partner networks/schemes to meet our merchant\xe2\x80\x99s needs as they execute their payments strategy.
- Tracking merchant project deliverables and ensure merchant activities are updated within Kanbanize.
- Control over the KYC and Legal documents submitted by Sales team for merchant onboarding before submission to Acquirer partners.
- Collaborating with the Business, Product, Technology, Risk, Operations, Finance teams as well as with schemes, acquirers, processors and other partners.
- Updating and educating the team of any new products, processes, techniques, or trends.
- Recruit, train, and lead a team of Merchant Support Analysts
- Act as SME for existing payments technologies and new technologies as they emerge.
- Supervising and evaluating the team\xe2\x80\x99s continuing training activities.
- Develop and update SOPs and other relevant documentations.
- Increasing merchant satisfaction on a consistent basis by driving efforts to increase support quality.
- Develop and maintain Merchant Support KPIs and dashboards for management reporting.
- Control over manual activities performed by the support team in relation to merchant creation/modification on internal and external platform.
Personal Characteristics and Required Background:
Skillset (job specific technical skills and behavioral competencies needed)
Skills
- Background that comprises both solid businesses understanding as well as high level understanding of e-commerce and payment technologies
- Service oriented mindset with aim to provide consistently the best support to our merchants
- Excellent written and spoken English skills to a level where you can confidently explain complex concepts and transfer knowledge to other people
- Team player who enjoys interacting and collaborating with colleagues and merchant alike
- Highly motivated, flexible, well-organized person and effective in a team environment
- Strong analytical and problem-solving skills
- Knowledge in VISA Cybersource or MasterCard MPGS is a plus.
Minimum Qualifications/education
- 5+ years experience in Account/Relationship Management or Merchant Services role in the Payments industry
- Very good knowledge of major e-commerce and payments technologies, players, and major up-and-coming trends
- Excellent written and oral communication, ability to express thoughts logically and succinctly.
- A track record of building and leading support or customer service teams.
- Bachelor\xe2\x80\x99s degree in a related field
- Energy, enthusiasm, and passion for making our merchants successful
- Demonstrated Analytical ability, either in professional experience (data analysis) or education
Beware of fraud agents! do not pay money to get a job
MNCJobsGulf.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD1498084
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationDubai, United Arab Emirates
-
EducationNot mentioned