Merchant Executive

Overall Objective of the Role: The jobholder is responsible for managing back office, service delivery and operational activities of merchant services functions.

Key Accountabilities:

• Handle all merchant support functions that is service delivery post boarding of merchant across Tamil Nadu; manage markets like Andhra Pradesh & Telangana remotely.
• Manage end to end of the terminal life cycle which include:
• Deployment.
• Breakdown, fault checking.
• Retrievals.
• Managing inventory, anticipating and planning for peak period demand, projects or new launches.
• Manage a team of 3rd party contractors used for terminal deployment and courier.
• Identify process improvement opportunities and champion new initiatives to reduce cost and increase productivity.
• Work closely with pan India local market teams to meet the organizational objectives.
• Manage other Backoffice OPS functions like telco SIM management, FIRA/GST certificates delivery etc.
• Cost reduction initiatives, process improvement, SLA reduction.
• Manage any specific business support services required from time to time.
• Collaborate with cross-functional teams to ensure quick and effective resolution of escalated cases.
• Continuously improve support processes to enhance operational efficiency and customer satisfaction.
• Develop and maintain strong knowledge of POS products, features, functionalities, and integrations.
• Serve as a subject matter expert for POS-related queries and troubleshooting.

Experience / Knowledge Requirements:

• Graduate (minimum) or higher qualification.
• Experience in one or more areas in merchant acquiring, payment industry, banks, financial institutions.
• Customer focus, process oriented, adherence to details, being systematic in assigned tasks.
• Proficiency in Microsoft Word, Excel and Access with good typing skills.
• Create, maintain, and update clear, accurate, and user-friendly write-ups for POS and other product features.
• Develop knowledge base articles, troubleshooting guides, FAQs, and process documentation.
• Ensure documentation reflects the latest product updates and business requirements.
• Work closely with product and support teams to identify documentation gaps and improve knowledge resources.

Personal Competencies:

• Good command of written and spoken English, local language.
• Excellent interpersonal skills to work with external teams (business partners, vendors) and internal teams.
• Motivated, keen on problem solving and be quick on the feet, be able to work through unexpected situations.
• Multitask, yet meet priorities in a timely manner and deliver quality output.