Merchant Success Partner

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Job Summary

• • The incumbent to this position has the chief responsibility for acquiring merchants (both offline and e-commerce) thereby growing the overall merchant base as per the set targets with the emphasis on creating & expanding the footprint
• Providing top-quality support to our new and existing merchants while ushering them into new markets, products or operations, helping to ensure customer satisfaction and strengthen merchant relationships.
• Expand current relationships with customers, focusing on the development of new products and operations.
• Analyze prospects’ business requirements and work closely with the relevant internal stakeholders to help customize specific products to meet their needs.
• Provide the Product team with customers’ feedback to help identify potential new features or products

Job Description

Seamless Merchant / Business Onboarding

• Primary objective of this role is to drive business in the designated territory, by selling Absa’s digital merchant payments and banking solutions

• Setting up of an acquiring strategy to increase merchants in-store as well as e-commerce merchant footprint across the island

• Develop daily / monthly market visits as per the Beat Plan and create a healthy funnel for the business at any point of time to meet / surpass the assigned targets

• Identify, develop, pitch and execute quick closure of deals. Right sell and up-sell products and services as introduced from time to time and as per assigned targets

• Define and run a referral program amongst the merchants to increase the business base

• Collection and verification of KYC documents at the time of onboarding and as & when required by the merchant or the bank

• Handholding the merchants / businesses ensuring simplified & smooth onboarding including QR collaterals, app downloads and training of the digital products & services

Partner in Business Success

• Build and maintain strong, long-lasting personalized relationships with the merchants resulting in Absa being the preferred payment collection and business partner with highest market share

• Proactively reach out to merchants, anticipate the Merchant needs and their potential problems and seek out ways to increase merchant satisfaction and active usage of our products & services

• Ensuring that all merchant concerns and complaints are satisfactorily resolved within the given timelines.

• Empathize the merchants’ needs and recommend existing or customized solutions to meet the demandsAlways be available for the merchants as & when required

• Analyze prospects’ business requirements and work closely with the relevant internal stakeholders to help customize specific products to meet their needs.

• Understand customers’ needs and suggest upgrades or additional features to meet their requirements.

Always-ON Customer Experience

• Always have a “Customer” first attitude and ensure all merchant queries / calls are attended to on top-priority.

• Provide the Product team with customers’ feedback to help identify potential new features or products.

• Monitor the gaps which comes in the way customer experience or internal process or system issues or competitive benchmarking and continuously feedback the project teams with innovations & suggestions to improve the product / process

• Act on customer feedback and internal stakeholders’ feedback to constantly improve the product proposition.  

• Participate in internal brain-storming sessions for development of new products and services or amendment to existing services

• Regular internal follow-ups for open customer issues and ensure that customer’s TAT is not impacted by providing alternative or workaround solutions to get the work done.

Accountability: Control and Governance

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Absa and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.

• On a monthly basis review all reported incidents or risk events together with supporting investigating documents. Identify high-risk areas and create mechanisms to address risks in future.

• Ensure that adequate controls are in place and drive a culture of proactive compliance in the function.

• Determine action plans to effectively reduce and manage risk issues related to Absa Internal Audit findings, Management Assurance findings, Compliance issues, SOX requirements and operational risk.

• Ensure that there are zero findings on internal, external or regulatory audits

Stakeholder Management

• Customer is your first stakeholder and ensure all we do is by keeping customer at the centre

• Build and maintain strong relationships with the business & support teams for driving the customer obsession agenda within the Bank

• Manage vendors and be able to liaise with external stakeholders as the situation may require. Proactively develop relationships with key external stakeholders and vendors and key clients and external regulatory bodies

• Have the ability to present to and influence senior stakeholders to quickly be able to drive process changes across the Bank

• Regularly communicate the Customer Obsession vision and direction to all stakeholders, including the team.

Education and Experience Required

• Should preferably be a Graduate with more than 3 years of prior experience in a similar role

• Experience in dealing with customers to ensure high-quality interaction management and query handling.

• Passion for customer success and deep interest in understanding client needs.

• Must have a strong knowledge on MS Excel

• Be able to deal with unclear requests and high volume of requests

• Ability to work under time and target pressure

• Strong digital acumen

• Strong interpersonal, communication & relationship management skills

• Strong problem-solving skills

Knowledge & Skills: (Maximum of 6)

• Makes prompt clear decisions (Advanced)

• Takes responsibility for actions, projects & people (Advanced)

• Takes initiative, act confidently, works independently (Expert)

• Initiates and generates activity (Advanced)

• Keeps up to date with competitor info (Advanced)

• Relevant business and technology knowledge (Advanced)

• Displays leadership(Advanced)

• Demonstrates integrity (Advanced)required

Competencies: (Maximum of 8 competencies)

• Deciding and initiating action

• Adapting and responding to change

• Entrepreneurial and commercial thinking

• Relating and networking

• Persuading and influencing

• Creating and innovating

• Working with people

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)