Manager Merchant Services

<p><strong>KEY RESPONSIBILITIES</strong></p><p>&nbsp;&nbsp;&nbsp;&nbsp;Merchant Relationship Management: Building and maintaining relationships with merchants to understand their payment processing needs.<br>&nbsp;&nbsp;&nbsp;&nbsp;Sales and Onboarding: Assisting in the acquisition of new merchant accounts, guiding them through the onboarding process.<br>&nbsp;&nbsp;&nbsp;&nbsp;Technical Support: Providing technical assistance and training to merchants on using POS systems and troubleshooting any issues.<br>&nbsp;&nbsp;&nbsp;&nbsp;Compliance and Risk Management: Ensuring that all transactions comply with regulatory standards and company policies to mitigate risk.<br>&nbsp;&nbsp;&nbsp;&nbsp;Performance Monitoring: Analyzing transaction data and merchant performance to identify opportunities for growth and improvement.<br>&nbsp;&nbsp;&nbsp;&nbsp;Product Knowledge: Staying updated on the latest POS technologies and payment solutions to effectively communicate benefits to merchants.<br>&nbsp;&nbsp;&nbsp;&nbsp;Market Research: Conducting market analysis to identify trends and competitive offerings that can influence strategy.<br>&nbsp;&nbsp;&nbsp;&nbsp;Customer Service: Addressing any concerns or queries from merchants to ensure a positive experience with the POS systems.<br>&nbsp;&nbsp;&nbsp;&nbsp;Reporting: Preparing reports on merchant performance, transaction trends, and sales activities for management review.<br>&nbsp;&nbsp;&nbsp;&nbsp;Collaboration: Working with other departments (e.g., marketing, IT, risk) to enhance the overall service and product offering.<br>&nbsp;&nbsp;&nbsp;&nbsp;Achieve monthly and weekly transaction target.<br>&nbsp;&nbsp;&nbsp;&nbsp;Identify incidents or developing situations such as outages that could potentially lead to client complaints and alert management accordingly.<br>&nbsp;&nbsp;&nbsp;&nbsp;Provide our clients with trusted advice that will enable them to fully appreciate the capabilities of Ecobank’s<br>electronic product range.<br>&nbsp;&nbsp;&nbsp;&nbsp;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<br>&nbsp;&nbsp;&nbsp;&nbsp;Follow Ecobank requirements for new product development and innovation working in partnership with Business Development and Innovation Head<br>&nbsp;&nbsp;&nbsp;&nbsp;Ensure proper controls are included into all risk management tools for our client access channels<br>&nbsp;&nbsp;&nbsp;&nbsp;Lead complex implementation and ensure implementation standards after cash management or trade services proposal, involving multiple products, multiple services have been accepted by customer.</p><p>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Provide sales support to Relationship managers, Heads of TSG to secure the business of potential customers by working closely to define customer solutions<br>&nbsp;&nbsp;&nbsp;&nbsp;To be fully accountable for the success of an implementation by interfacing with customer’s implementation<br>team(s), who may reside in multiple locations, until customer’s satisfaction is received.<br>&nbsp;&nbsp;&nbsp;&nbsp;Deliver quality customer service to Global and Regional customers through constant communication and effective customer complaint resolution.<br>&nbsp;&nbsp;&nbsp;&nbsp;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<br>&nbsp;&nbsp;&nbsp;&nbsp;Driving up customer satisfaction on the relevant channels<br>&nbsp;&nbsp;&nbsp;&nbsp;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<br>&nbsp;&nbsp;&nbsp;&nbsp;Development of marketing plans in conjunction with CIB/CMB Marketing teams and the appropriate Transaction Services divisions<br>&nbsp;&nbsp;&nbsp;&nbsp;Liaise with Product and Sales teams to facilitate the development of complimentary business goals, maximization of cross-selling opportunities and migration of best practice.<br>&nbsp;&nbsp;&nbsp;&nbsp;Ensure continuous and effective training of product updates on channels, product information dissemination, campaigns and programs to achieve the desired levels of channel penetration<br>&nbsp;&nbsp;&nbsp;&nbsp;Direct and support the preparation and presentation of sales proposals to account prospects across the target market in relation to channels.<br>&nbsp;&nbsp;&nbsp;&nbsp;Ensure efficient and accurate client access financials, volume and trend analysis.<br>&nbsp;</p><p><strong>JOB PROFILE</strong><br><strong>Experience &amp; Qualifications</strong><br>&nbsp;&nbsp;&nbsp;&nbsp;Bachelor’s degree in business administration, Computing, Economics or Marketing. Master’s<br>degree/MBA/Professional accreditation will be an added advantage.<br>&nbsp;&nbsp;&nbsp;&nbsp;Line Experience in Cross Functional Business/Operation<br>&nbsp;&nbsp;&nbsp;&nbsp;Orientation to Customer, workflow, and Systems thinking<br>&nbsp;&nbsp;&nbsp;&nbsp;The candidate should have 2-5 years of product development/management, excellent interpersonal skills, strong execution and technical skills<br>&nbsp;&nbsp;&nbsp;&nbsp;Relevant experience with at least Four years in Technology.<br>&nbsp;&nbsp;&nbsp;&nbsp;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<br>&nbsp;&nbsp;&nbsp;&nbsp;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<br>&nbsp;&nbsp;&nbsp;&nbsp;Excellent communication and presentation skills including a strong command of PowerPoint and public speaking<br>&nbsp;&nbsp;&nbsp;&nbsp;Exceptional relationship management skills including strong ability to manage and effectively influence multiple stakeholders<br>&nbsp;&nbsp;&nbsp;&nbsp;Good interpersonal skills with great emphasis on teamwork. Able to work effectively in cross-cultural, cross- geographical teams and maximize team efforts<br>&nbsp;&nbsp;&nbsp;&nbsp;High level of responsiveness and ability to operate with a high degree of urgency and work in a pressurized environment<br>&nbsp;&nbsp;&nbsp;&nbsp;Strong drive for results, able to plan, track and follow through to capture solutions and revenues</p><p><strong>Skills, Capabilities &amp; Personal attributes</strong><br>&nbsp;&nbsp;&nbsp;&nbsp;Strong Interpersonal and selling skills.<br>&nbsp;&nbsp;&nbsp;&nbsp;Demonstrating passion and creativity in solving complex business issues.<br>&nbsp;&nbsp;&nbsp;&nbsp;Ability to Lead with courage in a difficult market with poor infrastructure.<br>&nbsp;&nbsp;&nbsp;&nbsp;Ability to work on own initiative and meet tight deadlines.<br>&nbsp;&nbsp;&nbsp;&nbsp;Ability to demonstrate a strong commercial acumen and attention to detail.<br>&nbsp;</p>