Job Summary: 

The Merchant Operations Manager oversees all aspects of merchant operations, ensuring smooth and efficient functioning of merchant services, transactions, and support. They are responsible for managing a team, optimizing processes, and maintaining high levels of customer satisfaction.

Responsibilities:

Team Leadership:

• Lead and manage a team of merchant operations staff, providing guidance, support, and performance feedback.
• Develop team members through training, coaching, and mentoring to enhance their skills and productivity.
• Foster a positive and collaborative work environment, promoting teamwork and professionalism within the team.

Merchant Onboarding and Support:

• Oversee the merchant onboarding process, ensuring timely and accurate setup of new merchants.
• Provide support to merchants regarding account setup, transaction processing, and troubleshooting of issues.
• Address escalated merchant inquiries and complaints, resolving issues promptly and effectively.

Process Optimization:

• Continuously review and improve merchant operations processes to enhance efficiency, accuracy, and customer satisfaction.
• Identify bottlenecks and inefficiencies in the operations workflow and implement solutions to streamline processes.
• Collaborate with cross-functional teams to implement system enhancements and process improvements.

Risk Management:

• Monitor and assess merchant transactions for potential fraudulent activity or compliance violations.
• Implement risk mitigation strategies and controls to safeguard against fraud and ensure compliance with regulatory requirements.
• Conduct regular reviews of merchant accounts to identify and address any potential risks or anomalies.

Performance Monitoring and Reporting:

• Develop and maintain key performance indicators (KPIs) to measure the performance of merchant operations.
• Monitor KPIs and performance metrics, analyzing trends and identifying areas for improvement.
• Prepare and present regular reports on merchant operations performance to senior management.

Vendor Management:

• Manage relationships with third-party vendors and service providers involved in merchant operations.
• Evaluate vendor performance and negotiate contracts to ensure cost-effectiveness and service quality.
• Coordinate with vendors to address technical issues, service disruptions, and other operational concerns.

Data Analysis and Insights:

• Utilize data analytics tools and techniques to analyze merchant transaction data, identify trends, and extract actionable insights.
• Develop and maintain key performance indicators (KPIs) to measure the effectiveness of merchant operations.
• Generate reports and dashboards to visualize data trends and communicate insights to stakeholders.

Requirements:

• Bachelor’s degree in Business Administration, Finance, or related field
• Proven experience in merchant operations or related roles, with a minimum of [3years] in a managerial capacity.
• Strong leadership skills with the ability to motivate and develop teams.
• In-depth knowledge of merchant services, payment processing, and financial regulations.
• Excellent analytical and problem-solving abilities.
• Proficiency in data analysis and reporting tools.
• Exceptional communication and interpersonal skills.
• Ability to thrive in a fast-paced and dynamic environment.