Primary Purpose Oversee day-to-day operations of the Merchant Operations Department within a PCI environment. This includes onboarding and maintenance of merchants, servicing of merchants, engagement with merchant processor, POS devise and e-commerce vendors, and coordinating PCI audit. The role also ensures compliance with card scheme rules, processes, and procedures for merchants. Ensure effective and efficient functioning of the merchant acquiring and payment processing activities of the bank. Minimum Requirements QUALIFICATION + Matric or equivalent qualification + National diploma in Business Management or related EXPERIENCE + 3-5 years' banking experience and similar role + 3 years experience in a Team Leader role TECHNICAL COMPETENCIES + Service Orientation + Supervisory skills + Business Acumen + Professionalism + Interpersonal skills + Computer skills + Communication skills – verbal and written + Results focused + Effective time management + Customer Orientation Duties and Responsibilities include but not limited to: FINANCE & OPERATIONS + Ensuring timeous completion of tasks to prevent losses + Maintain client records including diligent authorization of approved change in client information + Pay attention to details + Minimize fraud losses PROCESSES & PROCEDURES + Adhere to the laid down sales processes & procedures within the BB Merchant Services & Customer Solutions frameworks / parameters + Complete new applications and ensure that process is finalised within the agreed service level turnaround times with a continuous follow-up on progress of outcomes, end-to-end + Continually add value to the BB Merchant Services & Customer Solutions team, with on-going feedback and market related information & intelligence + Understand and conform to the content of the organisations policies & procedures with specific reference to the vehicle, travel & mobile policies CLIENT CENTRICITY + Leading a team within the Merchant Operations area to provide excellent service levels in line with bank standards + Correctly interpreting and assisting staff to deal with client queries and complaints telephonically and through merchant service e-mail address + Responding promptly and efficiently to stakeholder and client queries + Ensure that client requests and calls are all dealt with timeously and professionally, ensuring a high level of client service + Review customer requirements and address product-related queries and complaints + Provide support to front-line sales team and product owner with product knowledge, customer queries and processes. + Resolving customer queries across the product suites, being part of the ecosystem. OPERATIONAL + Motivate/supervise staff to achieve required productivity level + Guide and support operations team to assist the client on the necessary systems / processes in the most efficient way + Provide coaching and resolution to urgent queries + Constantly suggest ways to improve processes and procedures to meet service levels + Adherence to regulatory requirements, operating and security procedures + Assist with the day to day running of the department, ensuring all escalated queries are resolved proactively + Keeping abreast of Card Scheme (Visa, MasterCard) Compliance and other regulatory (FICA and FAIS) requirements, Consumer Protection Act + Promote Knowledge of Merchant systems within the department + Engage with E-commerce vendors and POS device vendors to ensure timely delivery, activation and maintenance of the POS fleet and merchant platforms. + Engage with technical support team for Merchant Operations PCI environment (currently BUI) to maintain PCI compliant environment. + Work closely with internal departments (FCU, Product, Onboarding, Credit, Audit, Risk and Compliance etc.) to manage fraud risk. + Comply with regulatory requirements. + Implement and monitor fraud prevention guidelines of the FCU to protect bank, merchants, and cardholder. + Cooperate with vendor (Fiserv) and merchants in handling of chargeback disputes to minimise bank losses. + Identify opportunities to streamline processes and procedures to improve operational efficiency. This position is advertised in line with our commitment to Employment Equity.