مساعد نائب الرئيس لعمليات التجار

Job Purpose Summary:

The incumbent will be responsible for implementing, upgrading and developing all measures of systems and operations to support Merchant Services. The incumbent will ensure compliance with VISA/ MC, will control merchant risks, will ensure successful merchant business and will provide proper support to merchants.

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

• Assist the VP Merchants Operations in the creation of Key Performance Indicators (KPIs), for performance monitoring and quality measurement purposes, pertaining to the entire Card & Merchants Operations Department and monitoring their achievements on periodic basis.

• Implements KPI’s and best practices for AVP, Merchant Operations role.

• Lead and guide the Department’s annual budgeting process and monitoring thereof.

• Ensure Merchant Services Unit runs as an efficient processing center, in terms of service delivery and operational risk management. - Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.

• Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.

B. Customer (Internal & External):

• Stay ahead of the curve

• Research operational issues to identify and correct problems, conduct and communicate root cause analysis to internal and external stakeholders.

• Coordinate & follow up with subordinates to ensure implementation of requirements in a timely manner.

• Provide timely and accurate information to the external and internal auditors when required.

• To assist customers in all their queries on Bank’s product and seek solution to their requests.

• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

• Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.

C. Internal (Processes, Products, Regulatory):

• Develop/ Improve merchant operations, merchant signing and help desk procedures.

• Develop a scalable process from merchant sign up to deployment of POS solution.

• Develop high level working knowledge of portfolio’s payment processing methods, exceptions, communication protocols, software interfaces, and third party processors.

• Ensure VISA/ MC compliance to local and international rules and regulations provided by regulatory bodies.

• Control merchant operations and review merchant payments.

• Ensure that POS are installed quickly and properly according to a documented procedure and within a specified timeframe.

• Study Merchant performance and submit recommendation to the concerned parties in the Group.

• Improve, Implement and test acquiring system.

• Respond to issues raised by merchants and work on solving them on a timely basis.

• Establish and develop working relationships with customer service vendors both technologic and call center.

• Identify and recommend processing improvements and operational efficiencies designed to improve overall service levels, lower processing expense, and/ or improve reliability.

• Assure all acquiring products are installed on timely manner, in case any delaying escalates to Head of electronic department.

• Maintain the relationship with bank work-oriented department.

• Assist VP Merchants Operations for any merchant related cases.

• Assure on POS technical updates at merchants' premises is happening and related training merchants' staffs how to use new POS software for any added new technology.

• Meet third parties vendor SLA with Minimum mistakes and meet the targets of productivity as per to OLA. By assuring third party are complying with SLA targets.

• Coordination with various internal QNB departments/ units to support acquiring business implementation and operational workflow. Overall responsible for setting payment processing methods, exceptions reporting, communication protocols, software interfaces.

• Support International Branches and subsidiaries

Continuous improvement:

• Set examples by leading improvement initiatives through cross-functional teams ensuring successes.

• Identify and encourage people to adopt practices better than the industry standard.

• Continuously encourage and recognize the importance of thinking out-of-the-box within the team.

• Encourage, solicit and reward innovative ideas even in day-to-day issues.

Education/Experience Requirements:

• Bachelor's degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study)

• At least 10 years of relevant experience, preferably within a highly rated international bank / Merchant & ecommerce operations industry.