Merchant Services Manager

About the role

The Merchant Services Manager will lead the relationship with merchants, ensuring they receive optimal payment processing solutions and support. This role combines sales, technical assistance, compliance oversight, and cross‑functional collaboration to drive merchant growth and satisfaction.

Key responsibilities

• Build and maintain strong relationships with merchants to understand their payment processing needs.
• Assist in acquiring new merchant accounts and guide them through onboarding.
• Provide technical support and training on POS systems, troubleshooting issues as they arise.
• Ensure all transactions comply with regulatory standards and internal risk policies.
• Analyze transaction data to monitor performance and identify growth opportunities.
• Stay updated on the latest POS technologies and payment solutions to communicate benefits effectively.
• Conduct market research to identify trends and competitive offerings.
• Address merchant inquiries and resolve concerns to ensure a positive experience.
• Prepare regular reports on merchant performance, transaction trends, and sales activities.
• Collaborate with marketing, IT, risk, and other departments to enhance service and product offerings.
• Achieve monthly and weekly transaction targets.
• Identify and alert management to incidents such as outages that could lead to client complaints.
• Lead the transition to digital channels for new clients, eliminating manual fund transfers.
• Support sales teams and relationship managers in defining customer solutions.
• Oversee complex implementations, ensuring standards are met and customer satisfaction achieved.

Required profile

Required skills