Merchant Operation manager

1.       Managing all BAU activities with respect to scheme dispute handling, scheme quarterly reporting, fraudulent transaction monitoring, scheme GL reconciliation, merchant payment reconciliation and merchant boarding and guide the team members accordingly.

2.       Defining and documenting business processes related to all aspects of merchant services (sales support, merchant applications, on-boarding, chargebacks, technical issues, fraud prevention etc.).

3.       Follow-up on outstanding questions, issues, and discrepancies. * Weekly & Monthly reporting on overall business performance.

4.       Lead staff in development and implementation of plans, tactics and activities to ensure merchant satisfaction.

5.       Gain clarity on cross-organizational processes.

6.       Describe and represent customer issues / challenges.

7.       Take ownership of the systems/processes regarding user facing/interacting components.

8.       Exhibits confidence and an extensive knowledge of emerging industry practices when solving operation problems.

9.       Be the liaison between the business units, technology teams, support teams and/or application vendors.

10.    Successfully engage in multiple initiatives simultaneously

11.    Maintain high standards of professionalism & appearance at all times.

12.    Required liaison with third party Vendors.

13.    Adhere to the banks established procedures, policies and guidelines.

14.    Pursue any other related activities as directed by superiors.

15.    When unable to resolve the problem in a reasonable amount of time, escalates to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.

16.    Assumes additional responsibility without being asked

§  Strong command of Accounting/Financial entries

§  Familiar with SAMA,  VISA and MasterCard financial settlement rules

§  Thorough knowledge of Central Bank and other applicable rules and regulations

§  Sufficient knowledge of banking processes and back office support for Merchant operations.

§  Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, regulators, vendors, IT reams, executives, managers, and subject matter experts. 

§  Ability to think analytically and should be a problem solver. 

§  Ability to gather and interpret relevant data and information.

§  Ability to work with teams to resolve issues and arrive at appropriate solutions.

§  Ability to make effective decisions under pressure.