Manager Merchant Services

KEY RESPONSIBILITIES

    Merchant Relationship Management: Building and maintaining relationships with merchants to understand their payment processing needs.
    Sales and Onboarding: Assisting in the acquisition of new merchant accounts, guiding them through the onboarding process.
    Technical Support: Providing technical assistance and training to merchants on using POS systems and troubleshooting any issues.
    Compliance and Risk Management: Ensuring that all transactions comply with regulatory standards and company policies to mitigate risk.
    Performance Monitoring: Analyzing transaction data and merchant performance to identify opportunities for growth and improvement.
    Product Knowledge: Staying updated on the latest POS technologies and payment solutions to effectively communicate benefits to merchants.
    Market Research: Conducting market analysis to identify trends and competitive offerings that can influence strategy.
    Customer Service: Addressing any concerns or queries from merchants to ensure a positive experience with the POS systems.
    Reporting: Preparing reports on merchant performance, transaction trends, and sales activities for management review.
    Collaboration: Working with other departments (e.g., marketing, IT, risk) to enhance the overall service and product offering.
    Achieve monthly and weekly transaction target.
    Identify incidents or developing situations such as outages that could potentially lead to client complaints and alert management accordingly.
    Provide our clients with trusted advice that will enable them to fully appreciate the capabilities of Ecobank’s
electronic product range.
    Lead the elimination of Manually Initiated Funds Transfers and other payments from the group through execution of a new on-boarding process where clients are connected to digital channels on day 1 (lead the cultural transformation effort) working in collaboration with Payments Product Managers and Operations
    Follow Ecobank requirements for new product development and innovation working in partnership with Business Development and Innovation Head
    Ensure proper controls are included into all risk management tools for our client access channels
    Lead complex implementation and ensure implementation standards after cash management or trade services proposal, involving multiple products, multiple services have been accepted by customer.

        Provide sales support to Relationship managers, Heads of TSG to secure the business of potential customers by working closely to define customer solutions
    To be fully accountable for the success of an implementation by interfacing with customer’s implementation
team(s), who may reside in multiple locations, until customer’s satisfaction is received.
    Deliver quality customer service to Global and Regional customers through constant communication and effective customer complaint resolution.
    Liaises with other integral functions (such as Service Delivery, Sales, IT) to ensure the effective design and subsequent delivery of new channels and related functionality
    Driving up customer satisfaction on the relevant channels
    At this point, he/she is the market expert for the internet/related channels, identifying market opportunities and proposing channels actions to exploit these. This will include heavy assistance of the sales teams in responding to and winning RFP mandates
    Development of marketing plans in conjunction with CIB/CMB Marketing teams and the appropriate Transaction Services divisions
    Liaise with Product and Sales teams to facilitate the development of complimentary business goals, maximization of cross-selling opportunities and migration of best practice.
    Ensure continuous and effective training of product updates on channels, product information dissemination, campaigns and programs to achieve the desired levels of channel penetration
    Direct and support the preparation and presentation of sales proposals to account prospects across the target market in relation to channels.
    Ensure efficient and accurate client access financials, volume and trend analysis.
 

JOB PROFILE
Experience & Qualifications
    Bachelor’s degree in business administration, Computing, Economics or Marketing. Master’s
degree/MBA/Professional accreditation will be an added advantage.
    Line Experience in Cross Functional Business/Operation
    Orientation to Customer, workflow, and Systems thinking
    The candidate should have 2-5 years of product development/management, excellent interpersonal skills, strong execution and technical skills
    Relevant experience with at least Four years in Technology.
    Strong client focus and external orientation with the ability to understand client needs and stay abreast of macro-economic trends and contemporary finance and treasury practices
    High strategic, consultative and solution orientation with the ability to assess client needs at a relationship level and to package the banks products in response
    Excellent communication and presentation skills including a strong command of PowerPoint and public speaking
    Exceptional relationship management skills including strong ability to manage and effectively influence multiple stakeholders
    Good interpersonal skills with great emphasis on teamwork. Able to work effectively in cross-cultural, cross- geographical teams and maximize team efforts
    High level of responsiveness and ability to operate with a high degree of urgency and work in a pressurized environment
    Strong drive for results, able to plan, track and follow through to capture solutions and revenues

Skills, Capabilities & Personal attributes
    Strong Interpersonal and selling skills.
    Demonstrating passion and creativity in solving complex business issues.
    Ability to Lead with courage in a difficult market with poor infrastructure.
    Ability to work on own initiative and meet tight deadlines.
    Ability to demonstrate a strong commercial acumen and attention to detail.