Merchant Operations Manager at PalmPay Limited

PalmPay Limited is a pan-African Fintech company currently operating in Nigeria, Ghana, Kenya, Uganda, Egypt, Cote d'iviore and Tanzania and expanding to other markets this year. We are reinventing the payments experience by making it easy and reliable for everyone to transfer money, pay bills and shop online.

We are recruiting to fill the position below:

Job Title: Merchant Operations Manager

Location: Ikeja, Lagos
Job type: Full-time

Job Summary

• The Merchant Operations Manager oversees all aspects of merchant operations, ensuring smooth and efficient functioning of merchant services, transactions, and support.
• They are responsible for managing a team, optimizing processes, and maintaining high levels of customer satisfaction.

Responsibilities
Team Leadership:

• Lead and manage a team of merchant operations staff, providing guidance, support, and performance feedback.
• Develop team members through training, coaching, and mentoring to enhance their skills and productivity.
• Foster a positive and collaborative work environment, promoting teamwork and professionalism within the team.

Merchant Onboarding and Support:

• Oversee the merchant onboarding process, ensuring timely and accurate setup of new merchants.
• Provide support to merchants regarding account setup, transaction processing, and troubleshooting of issues.
• Address escalated merchant inquiries and complaints, resolving issues promptly and effectively.

Process Optimization:

• Continuously review and improve merchant operations processes to enhance efficiency, accuracy, and customer satisfaction.
• Identify bottlenecks and inefficiencies in the operations workflow and implement solutions to streamline processes.
• Collaborate with cross-functional teams to implement system enhancements and process improvements.

Risk Management:

• Monitor and assess merchant transactions for potentially fraudulent activity or compliance violations.
• Implement risk mitigation strategies and controls to safeguard against fraud and ensure compliance with regulatory requirements.
• Conduct regular reviews of merchant accounts to identify and address any potential risks or anomalies.

Performance Monitoring and Reporting:

• Develop and maintain key performance indicators (KPIs) to measure the performance of merchant operations.
• Monitor KPIs and performance metrics, analyzing trends and identifying areas for improvement.
• Prepare and present regular reports on merchant operations performance to senior management.

Vendor Management:

• Manage relationships with third-party vendors and service providers involved in merchant operations.
• Evaluate vendor performance and negotiate contracts to ensure cost-effectiveness and service quality.
• Coordinate with vendors to address technical issues, service disruptions, and other operational concerns.

Data Analysis and Insights:

• Utilize data analytics tools and techniques to analyze merchant transaction data, identify trends, and extract actionable insights.
• Develop and maintain key performance indicators (KPIs) to measure the effectiveness of merchant operations.
• Generate reports and dashboards to visualize data trends and communicate insights to stakeholders.

Requirements

• Bachelor's Degree in Business Administration, Finance, or related field; Master's degree preferred.
• Proven experience in merchant operations or related roles, with a minimum of (3years) in a managerial capacity.
• Strong leadership skills with the ability to motivate and develop teams.
• In-depth knowledge of merchant services, payment processing, and financial regulations.
• Excellent analytical and problem-solving abilities.
• Proficiency in data analysis and reporting tools.
• Exceptional communication and interpersonal skills.
• Ability to thrive in a fast-paced and dynamic environment.

Application Closing Date
Not Specified.