Requirements
Qualification(s):
- A Graduate Degree in related field.
Professional Qualifications and Certifications:
- ITIL Service Management, Lean Six Sigma, Change management certification(s) will be added advantage
General Experience:
- 1-3 years’ experience in Service Management, Operations & customer Support, or Product Management.
Chargeback Monitoring:
- Monitor merchant channel trends to identify improvement opportunities and service enhancements to protect the Merchant Acquiring business
- Monitors chargebacks which could lead to financial exposure for the company
- Analyses Chargeback report and make recommendation for informed decisions
Settlement & Dispute Support:
- Handle monthly Service Training and handover training for new and existing services for merchants
- Provide where not available online transactions reports to merchants and partners by liaising with the core operations teams
- Support the resolution of all escalated issues and incidents on behalf of merchants
- Resolve all Merchant Settlement and dispute issues
- Engagement across various departments to resolve system issues (Operations, Products, Analytics) etc
Service Reviews and Merchant Engagements:
- Regularly meets with merchants, to review service performance and document all feedbacks
- Handle monthly Service Training and handover training for new and existing services for merchants
- Merchant Engagement and Intimacy
- Designs and conduct customer surveys
- Support VOC execution working with the Product management team
Service Development:
- Utilize, and support the service architecture created for the support of merchants
- service efficiency and effectiveness of product and channel designs and implementations
- input into the business and Technical Service Catalogue
- current solution delivery and service offerings by ensuring SLAs are met by all internal supporting teams.
- Carries out End User Quality Assurance on deployed solution
Analytics & Reporting:
- Ensure Operational data is available weekly and provide inputs to Monthly reports for the Service Management team.
Process Management:
- Ensure all Processes within the Paymate Business are duly documented and validated
- Support Process Improvement initiatives and ensure our operations are optimized
- Ensure all documented guides are up to date and duly approved by identified Process Owners and Champion
- Identifies Service enhancements/service improvements, document them and discuss with team lead
Risk & Compliance Management:
- Ensure full closure of all Compliance open items to mitigate against statutory sanctions
- Work with Risk Management to ensure all risk line items are dully execution in the Merchant Acquiring business
- Ensure all identified Internal control measures and Audit non-conformities are deliverables are duly closed out within the Merchant Acquiring business
POS Consumable Management:
- Ensure all Telco vendors invoices are paid on time to avoid disconnection
- Ensure all Sim cards are prepared for activation for the POS Support team to POS merchants
- Ensure all SLA with Banks are reviewed and Updated
- Ensure POS Consumables are requested timely
