The purpose of this position is to supervise the merchant onboarding processes, to ensure effective customer service and data integrity.

The responsibilities of the position include, but not limited to:

• Ensure all new applications are approved timeously and ensure adherence to merchant application approval policy to minimise risk
• Ensure merchant applications are processed within the agreed upon turnaround times and quality checks are applied accordingly
• Ensure all merchant cancellations are processed within SLA
• Ensure any rate changes or any changes to customer profiles are actioned timeously and recorded accordingly
• Ensure effective ticket management and data management
• Effective management of aggregator to ISO merchant conversions
• Ensure merchant application files are loaded on CRM and filed accordingly
• Ensure effective daily allocation of functions to the team
• Ensure all merchant queries are accurately actioned and within SLA
• Keep all relevant MIS up to date
• Ensure management is kept up to date with all matters seeking their attention or knowledge
• Optimization of policies, processes and procedures to ensure effective day to day operations within the department
• Daily monitoring of administrators to ensure functions are performed as per agreed upon KPIs and take relevant action where required
• Ensure all daily, weekly and monthly reporting are up to date
• Ensure monthly performance discussions are conducted and coaching is provided where required
• Effective leave management


In order to be considered for this position the following requirements need to be met:
• Matric
• Completed administration degree will be advantageous
• Minimum 3 years Card Acquiring and/or Issuing experience
• At least 2 years supervisor experience
• Knowledge of FICA, KYC, CIPC and OFAC
• Understanding of agreements and contracts
• Knowledge and understanding of card scheme and banking rules and regulations
• Understanding of acquiring card payments systems
• Good knowledge and understanding of merchant onboarding and dealing with complex customer complaints
• Basic financial principles
• Knowledge and understanding of Data management and Risk management
• Ability to conduct performance discussions and coaching

Technical Competencies:
• Computer Literacy - MS Office, word and excel (Intermediate)
• MasterCard MATCH system experience
• Prime
• Postilion
• Compuscan
• CRM and SharePoint will be advantageous

Behavioral Competencies:
• Accuracy and ownership
• Attention to detail
• Team player
• Decision making
• Conflict management
• Planning & Organising
• Ability to effectively communicate with impact
• Customer Focused
• Coaching & Developing Others
• Financial Acumen
• Results Orientation
• Leadership Disposition
• Ability to work with stress / change