Pay Range: $78,160.00 - $104,221.00 The Merchant Services Program Manager will oversee the sales development and performance of the Banks’ merchant services program. Focus on enhancing merchant onboarding, payment solutions, and customer service excellence. The ideal candidate will be responsible for ensuring that all merchant services programs and processes are executed efficiently and effectively, meeting both operational and business goals. This individual will collaborate closely with cross-functional teams, including technology, operations, and sales, to drive merchant satisfaction, streamline operations, and support strategic growth. Education and Experience: + Bachelor’s degree in Business Administration, Finance, Marketing or a related field. + 5+ years in Banking, Merchant Services or payment field. + Proven experience managing projects and programs to meet and/or exceed business goals. Skills and Abilities: + Excellent project management skills, with the ability to plan, execute, and track complex projects. + Strong problem-solving abilities and attention to detail. + Excellent communication and interpersonal skills, with the ability to collaborate with stakeholders at all levels. + Proficiency in project management software (e.g., JIRA, Asana, or MS Project) and other relevant tools. + Solid analytical skills, with the ability to work with data and derive actionable insights. + Ability to manage multiple projects and priorities simultaneously. Tasks Performed: + 40% Program Management and Execution - Lead and manage the end-to-end execution of merchant services programs and initiatives, including payment processing solutions, merchant onboarding, and integration. Develop project plans, timelines, and deliverables, ensuring alignment with company goals and merchant requirements. Monitor and report on project progress, risks, and issues, ensuring projects are completed on time and within scope. Oversight and management of the branch incentive program related merchant services. Facilitate regular program meetings, providing status updates and collaborating with stakeholders to resolve issues. Lead process improvement initiatives to streamline merchant services operations, improve efficiencies, and reduce costs. Foster a culture of innovation and customer-first thinking within the team and across relevant departments. + 25% Data Analysis and Reporting - Analyze merchant data and feedback to identify trends, insights, and areas for improvement, including complaints. Prepare and present regular reports on program performance, merchant satisfaction, and KPIs to senior management. Utilize metrics and data to measure the success of programs and identify opportunities for process improvements. Develop and chair a monthly merchants services committee meeting. + 15% Cross-Functional Collaboration - Establish and monitor service levels associated with onboarding, support and training. Work closely with internal teams such as technology, marketing, retail and treasury management to implement merchant solutions and identify improvement opportunities. Liaise with external vendor to ensure seamless delivery of products and services. Identify and resolve operational roadblocks that may impact the merchant experience or business performance. + 15% Risk and Compliance Management - Ensure all merchant services programs comply with regulatory and security standards. Identify and mitigate risks that could negatively impact the merchant experience or the company’s operations. Monitor changes in industry regulations and ensure that merchant services programs adhere to applicable rules. + 5% Other Duties as Assigned Physical Requirements: + Communicate effectively with internal and/or external customers + Stationary 75% of time or greater + Move Objects to Maximum 10 lbs Benefits for Full-Time Employees: + Generous Paid Time Off : At least 22 days annually, prorated in the year of hire. + Parental Leave : Six weeks of paid leave at 100% of your salary. + Comprehensive Medical Coverage : Includes employer contributions to HSA for High Deductible Health Plan participants. + Dental and Vision Coverage : Ensuring your overall health and well-being. + Flexible Spending Accounts : For healthcare and dependent care expenses. + Employer-Paid Disability Coverage : Both short-term and long-term, with an option to purchase additional long-term coverage. + Life Insurance : Employer-paid basic life insurance, with an option to purchase supplemental coverage. + Voluntary Benefits : Including hospital, accident, and critical illness coverage. + Retirement Plans:  Benefit from a 401(k) plan with employer matching, an optional Roth 401(k), and a pension plan to help secure your future. + Adoption Assistance : Supporting your growing family. + Tuition Reimbursement : Invest in your education and career growth. + Employee Assistance Program (EAP) : Access to support and resources. + Financial and Banking Services : Various benefits and financial planning assistance . Benefits for Part-Time Employees Working 20+ Hours/Week: + Medical Coverage : Includes employer contributions to HSA for High Deductible Health Plan participants. + Generous Parental Leave : Six weeks of paid leave at 100% of your salary. Benefits for All Part-Time Employees: + Retirement Plans: Benefit from a 401(k) plan with employer matching, an optional Roth 401(k), and a pension plan for employees who work at least 1,000 hours in a calendar year, all designed to help secure your future + Paid Sick and Safe Leave : For your health and safety. + Employee Assistance Program (EAP) : Access to support and resources. + Financial and Banking Services : Various benefits and financial planning assistance . Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time. NBT Bank offers a stimulating work environment that recognizes talent and encourages teamwork. Our employees benefit from a total compensation package, including competitive salary, bonuses and a wide range of benefits for eligible employees - like our Tuition Reimbursement Program. Join NBT Bank and build your career through the many growth, learning and collaborative opportunities made available across the company. + EEO is the law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) + EEO is the Law Poster Supplement + Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp\_%20English\_formattedESQA508c.pdf) + Family Medical Leave Act (FMLA) Poster + Employee Polygraph Protection Act (EPPA) (https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf) NBT Bank is an equal opportunity employer and fully supports a diversified environment. We do not discriminate against any applicant or employee because of race, color, religion, sex, national origin, age, disability, sexual orientation, marital status or veteran status, recently separated veterans, genetic information, victims of domestic violence and stalking or any other class protected by Federal, State or local law. This policy applies to all terms of employment. NBT Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the Careers website or submission process, please call 1-888-804-1771 or contact us via email at humanresources@nbtbank.com. The Human Resources Shared Service Center hours of operation are Monday through Friday, 8:00 AM to 5:00 PM EST.