Merchant Enablement Team Leader

Job purpose:   

Oversees the implementation of the entire merchants’ journey from lead creation until the very first transaction and leads a team of multi skilled individuals fulfilling multiple roles

Key accountabilities and decision ownership: 

• Manage the terminal ID stocks and accounts for each Geidea Merchant Business

• Manage the merchant onboarding process from sales qualification to TID activation.

• Manage the implementation of the onboarding process.

• Supervise the team in registering and configuring the merchant account in TMS and Backoffice

• Supervise the merchant installation requests and ensure the requests are created within agreed SLA

• Manage any data inconsistencies and ensure all actions are submitted to the relevant owners.

• Ensure all transactions are running properly from the terminal side as well as finops backoffice

• Ensure that all transactions are running effectively, and the entire onboarding process is completed within SLA

• Conduct risk and compliance requirement for application processing and make rejec

• tion/approval decisions for merchants’ requests.

• Manage Merchant Enablement Specialists performance to ensure all merchants requests are fulfilled within SLAs.

• Process High Risk and top merchants’ application and communicate directly with risk and compliance team as required.

• Train merchant enablement specialists on Onboarding, Backoffice and Ticketing system if required.

• Prepare daily, weekly and monthly report for merchant activation rate and TAT

• Review pending deployment TIDs on monthly basis

Geidea’s Values:

• Customer first

• Open

• Real

• Bold

• Resilient

• Collaborative

Must have technical / professional qualifications 

• 4-7 Years of experience preferably in the POS/Payment industry

• At least 2 years of experience working in Geidea “Preferred”

• Graduate with diploma or Bachelor Degree or POS experienced preferred but not essential

• Intermediate English and Arabic level

• Core Skills required:
  -Problem Solving : High
  -Leadership: High
  -Interpersonal Skills: High

• Other job specific core skills (Head- Hand – Heart)

-Research and reporting skills: High

-Documentation skills: High

-Customer Services: High

-Relationship Building: High

Financial Factors of the Job: Define the financial responsibility for the Job. [This may not be applicable for all Jobs].

• Revenue: indirect impact through onboarding New Merchant

Key Success Factors:

• Improve merchant experience through completing registration and validation activities within SLA

• Align merchants with compliance standards and regulations.

• Improve team member performance to achieve collective team targets.

Operational Factors of the Job 

• Decision Making : High

• Execution: High

• Customers' Interaction & Experience: High

• Products / Services Interaction: High

• Impact of the job : High

Structural Metrics of the Job:

• Number of direct reports: 3

• Number of non- direct reports (dotted): None

• Communication framework of the job:

Internally with:

-Sales Team

-Leadership Team

-GM Operations

-Quality Manager and Risk manager

-Compliance Team

-Fraud Team

-Product

Externally with:

-External Technology Partners

-Merchants

-Banks

Work Conditions: 

• In-doors:100%

• Out-doors: 0%

• Work Hazards: Normal

• Working Days: 5 Working Days

• Shift Based : (YES)

• Days Off:2 Days Off

• Working Hours: 45 hrs