Manager - Merchant Operations

  • Salary: Competitive
  • Location: Doha, Dawhah, Qatar
  • Job Type: Full time
  • Company: Qatar National Bank (QNB)
  • Updated on: 21 Jul 18

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About QNB
QNB Group, the biggest bank in Qatar, and a leading financial institution in the Middle East and Africa, is looking to hire a Manager - Merchant Operations, to meet the requirements of the expansion of its office in QNB - Qatar//Doha.
QNB Group's presence through its subsidiaries and associate companies now extends to more than 30 countries across 3 continents, providing a comprehensive range of products and services. The total number of staff is more than 28,000 operating from over 1200 locations.

Role Summary:
You will be responsible for implementing, upgrading and developing all measures of systems and operations to support Merchant Services. The incumbent will ensure compliance with VISA/ MC, will control merchant risks, will ensure successful merchant business and will provide proper support to merchants

Role Description:
Assist the Executive Manager, Card & Merchants Operations in the creation of Key Performance Indicators (KPIs), for performance monitoring and quality measurement purposes, pertaining to the entire Card & Merchants Operations Department and monitoring their achievements on periodic basis
Lead and guide the Department's annual budgeting process and monitoring thereof
Ensure Merchant Services Unit runs as an efficient processing centre, in terms of service delivery and operational risk management
Stay ahead of the curve - Research operational issues to identify and correct problems, conduct and communicate root cause analysis to internal and external stakeholders
Coordinate & follow up with subordinates to ensure implementation of requirements in a timely manner
Provide timely and accurate information to the external and internal auditors when required
Develop/ Improve merchant operations, merchant signing and help desk procedures.
Develop a scalable process from merchant sign up to deployment of POS solution.
Develop high level working knowledge of portfolio's payment processing methods, exceptions, communication protocols, software interfaces, and third party processors.
Ensure VISA/ MC compliance to local and international rules and regulations provided by regulatory bodies.
Control merchant operations and review merchant payments.
Ensure that POS are installed quickly and properly according to a documented procedure and within a specified timeframe.
Study Merchant performance and submit recommendation to the concerned parties in the Group.
Improve, Implement and test acquiring system.
Respond to issues raised by merchants and work on solving them on a timely basis.
Establish and develop working relationships with customer service vendors both technologic and call centre.
Identify and recommend processing improvements and operational efficiencies designed to improve overall service levels, lower processing expense, and/ or improve reliability.
Assure all acquiring products are installed on timely manner, in case any delaying escalates to Head of electronic department.
Maintain the relationship with bank work-oriented department.
Assist Executive Manager, Card & Merchants Operations for any merchant related cases.
Assure on POS technical updates at merchants premises is happening and related training merchants staffs how to use new POS software for any added new technology.
Meet third parties vendor SLA with Minimum mistakes and meet the targets of productivity as per to OLA. By assuring third party are complying with SLA targets.
Coordination with various internal QNB departments/ units to support acquiring business implementation and operational work flow.
Overall responsible for setting payment processing methods, exceptions reporting, communication protocols, software interfaces.
Support International Branches and subsidiaries
Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.

Qualifications:
Bachelor's Degree in Marketing, Accounting or Finance or IT.
Minimum of 9 years of experience in the Merchant & ecommerce operations industry.
Required Special Skills:
  • Experience with multiple POS systems.
  • Proven technical and project management abilities.
  • Possesses problem solving/ decision making skills.
  • Familiar with the balanced scorecard approach.
  • Good adaptability to multinational environment, with wide exposure to various cultures and customs.
  • Evident and proven ability to provide superior customer service.
  • Knowledge of industry technology and International branch structure.
  • Knowledge of rules and regulations of card business.
  • Excellent Communication skills.
  • Customer relations management skills


Note: you will be required to attach the following:
1. Resume / CV
2. Passport-size photograph

Doha, Dawhah, Qatar Doha Dawhah QA