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Merchant Operations Team Lead

1 month ago

Johannesburg, Gauteng, South Africa Bidvest Bank Full time
Job Title: Team Leader Merchant Operations

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.
Requirements:
  • 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.
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.