The main objective of the job is to ensure business growth by acquiring quality merchants and ensuring exceptional client experiences. To oversee and monitor the operation of the Merchants Payments and Suspense function in order to ensure timeous payment of invoices to merchants and clearing of the suspense account in line with risk and compliance requirements.

Key Tasks

• Deliver a consistently acceptable customer experience throughout the Acquiring value chain by:
• Building and maintaining effective operational structures supportive of the merchant acquiring business.
• Building and maintaining and reporting on a merchant acquiring portfolio that can assessed at any point in time.
• Building and maintaining key stakeholder relationships, ensuring buy-in/support of and alignment with the merchant acquiring Business Objectives.
• Manage and engage the team in accordance with the Banks values and the relevant policies, procedures and tools to ensure that they achieve their respective performance targets, are appropriately developed and engaged.
• Ensuring the necessary Service Level Agreements are well defined and agreed to and that the service levels are monitored for exceptions and where found, corrective measures are promptly employed.
• Deliver the Merchant Acquiring sales budgets in line with business growth plans.
• Ensure all operational issues are dealt with promptly to ensure customer inconvenience is kept to the minimal.
• Ensure appropriate tracking/monitoring and reports are made available to allow for informed debate and early identification of adverse trends.
• Timeously identify risks/opportunities and where appropriate mitigate/exploit these risks/opportunities to the benefit of the organization.
• Continually review the customer experience/ops processes/systems with a view to ensuring the best possible customer experience.
• Ensure compliance with all relevant laws and internal regulations.
• Updating Merchant information all the time on the Database System.
• Encourage and promote business changes positively within the team and stay involved in the change and innovation process, to promote understanding, acceptance and positive adoption.

Qualifications

• Minimum educational qualification is an Appropriate Business Degree
• Sound knowledge of the Bank’s products and channels
• Understanding of fraud and collections systems and strategies
• Understanding of the dynamics of Card Issuing, Acquiring, Settlement, Reconciliations and Chargebacks
• Knowledge of competitor products and channels
• Computer literate (MS Office)

Additional Information

Behavioral Competencies:

• Adopting Practical Approaches
• Checking Details
• Conveying Self-Confidence
• Developing Expertise
• Directing People
• Documenting Facts
• Embracing Change
• Following Procedures
• Making Decisions
• Managing Tasks
• Producing Output
• Team Working

Technical Competencies:

• Evaluation of Internal Controls
• Process Auditing
• Risk Awareness
• Risk Identification
• Risk Management
• Risk Reporting