Merchant Operations Team Lead
2 weeks ago
At Bidvest Bank, we are seeking a highly skilled and experienced Team Leader to lead our Merchant Operations team. As a key member of our operations team, you will be responsible for overseeing the day-to-day operations of the Merchant Operations Department within a PCI environment.
Key Responsibilities:- Oversee the onboarding and maintenance of merchants, ensuring timely completion of tasks to prevent losses.
- Maintain client records, including diligent authorization of approved changes in client information.
- Minimize fraud losses by paying attention to details and adhering to regulatory requirements.
- Adhere to laid-down sales processes and procedures within the BB Merchant Services and Customer Solutions frameworks.
- Complete new applications and ensure that processes are finalized within agreed service level turnaround times.
- Continually add value to the BB Merchant Services and Customer Solutions team by providing ongoing feedback and market-related information and intelligence.
- Understand and conform to the content of the organization's policies and procedures, with specific reference to vehicle, travel, and mobile policies.
- Lead a team to provide excellent service levels in line with bank standards.
- Correctly interpret and assist staff in dealing with client queries and complaints telephonically and through merchant service email addresses.
- Respond promptly and efficiently to stakeholder and client queries.
- Ensure that client requests and calls are 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 teams and product owners with product knowledge, customer queries, and processes.
- Resolving customer queries across the product suites, being part of the ecosystem.
- Matric or equivalent qualification.
- National diploma in Business Management or related.
- 3-5 years' banking experience and similar role.
- 3 years' experience in a Team Leader role.
- Service Orientation.
- Supervisory skills.
- Business Acumen.
- Professionalism.
- Interpersonal skills.
- Computer skills.
- Communication skills - verbal and written.
- Results-focused.
- Effective time management.
- Customer Orientation.
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