Job Purpose:

Reporting to the Head of Merchant Acquiring, the Merchant Services Manager will be based at the Head Office. He/she will be responsible for daily engagements relating to merchants within the card business unit and providing support to the branch and region channel teams on merchant business needs. This will cover operational, compliance, relationship management and business performance for merchants and will require high level of coordination between business units, segments and enablers.

Key Responsibilities

• Ensure that recruitment of quality Merchants is done in adherence of the set policies and procedures.
• Ensure that the approval process for Merchant applications is done within SLA timelines.
• Ensure KYC, onboarding, and compliance with card scheme and bank policies (e.g., AML/CFT, PCI DSS).
• Working in liaison with GPC team to ensure that merchant creations are done within the specified timelines and to ensure that all technical challenges are resolved within the SLAs
• Coordination of Merchant Support (POS, E-commerce)
• Analyse merchant activity data and prepare regular dashboards to track volume, revenue, attrition, and channel efficiency
• Work closely with other departments (Card centre Operation, Merchant Settlement and reconciliation, Chargebacks) to ensure branches are supported on all acquiring business issues.
• Ensure channels uptime in liaison with IT
• Timely sharing of market intelligence and market trends
• Collaborate with Relationship Managers to support bundled merchant offerings in alignment with segments
• Coordination of merchant training calendar
• Any other duty assigned by team leader

Qualifications, Experience

• At least an O-Level pass of C+
• Degree certificate in a business-related field.
• Holders of a marketing related professional qualification will have an added advantage.
• Scheme courses and certifications will be an added advantage
• 5 years experience in card business in a bank or fintech.
• Experience working with Visa and Mastercard as an acquirer
• Must have at least 4 years’ experience at Equity Bank (for internal staff recruitment)
• Knowledge of MPGS and Cybersource platforms
• Effective writing and presentation skills in English
• Good working knowledge of Microsoft Office

Key Competencies & Skills

• Excellent interpersonal selling and networking skills
• Able to work independently, with minimum supervision and demonstrate a good level of maturity.
• Strong Leadership skills
• Team player
• Good planning and organization skills
• Good working knowledge of MS office suite, Power BI
• Ability to work under pressure and within set deadlines
• Ability to work with minimum supervision