Merchant Operations Manager at PalmPay Limited


PalmPay Limited

PalmPay is an Africa-focused fintech firm, launched in 2019. PalmPay is a mobile payments platform that offers a number of financial services.

We are recruiting to fill the position below:

Job Title: Merchant Operations Manager

Location: Opebi, Lagos
Job type: Full Time

Job Summary

  • The Merchant Operations Manager oversees all aspects of merchant operations, ensuring the 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 potential 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
  • Proven experience in merchant operations or related roles, with a minimum of 3 years 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.

How to Apply
Interested and qualified candidates should:
Click here to apply online