Merchant Services Manager

2 weeks ago

Singapore WorldLine Full time

**Purpose of Role**

The Merchant Services Manager is responsible for the complete operational relationship within our rapidly growing B2B merchant portfolio in Asia-Pacific. Reporting to the Team Leader of Merchant Service Department. He/She will be part of a dynamic team to provide dedicated client care to a wide span of Blue chip Global corporations and Enterprises in the region. Serving multiple contact points in the Merchant Structure, Financial, Customer Experience, Technical, Project Manager and Executive Level stakeholders the Merchant Services Manager will build strong relationships with each touch point to ensure Ingenico ePayments Services remains top of mind and satisfaction is a priority.

The Merchant Services Manager will coordinate, execute and communicate all operational functions of the Ingenico ePayments payment solution within internal departments working closely with the Sales, Implementation and Credit Teams. They will have a strong understanding of all processes, products and merchant functionality and advise all stakeholders of the best course of action. There is excellent opportunity for growth in the role and to be part of one of the fastest growing industries on the planet.

**Deliverables**
- Keep day-to-day contact with merchants by sending timely and accurate announcements to merchants on operational activities.
- Manage merchant questions and escalations in accordance with service levels.
- Provide customized training programs, produce best practice documentation and solve problems.
- Understand and advocate client needs intimately within the business to ensure their voice is heard.
- Ensure smooth (inter)departmental processes and the highest level of service by working together with other departments.
- Working closely with the Sales team create new improvements and process planning for merchants to grow their business.
- Provide proactive and intelligent day-to-day solutions to ensure the merchant operations are running smoothly.

**Critical Competencies**
- B2B client oriented with a positive pro-active professional attitude to problem solving.
- Ability to work both independently and as a team to manage client expectations in difficult situations and time zones.
- Excellent communication skills - Presentations and document creation in person and on WebEx/phone conferencing.
- Excellent ability to adapt and remain agile to provide detailed solutions to merchant issues through managing internal departments while adhering to deadlines/SLA.
- Good functional understanding of technical solutions/payments/transactional banking/e-commerce.

**Experience**
- A minimum of 5+years of professional experience in a comparable merchant/client facing position within a highly dynamic multinational environment.
- Industry Experience preferred in e-commerce or payments or enterprise software solutions and technology.

**Other significant role requirements**
- Bachelor degree in Business Administration/IT or a related field.
- Bi-lingual Fluent in English and Mandarin - both written and spoken.
- Fulltime availability (40 hours per week)

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