Position Title
Assistant Manager – Payment Services
Report To
Manager, Payment Solutions
Position Summary
This role entails overseeing the operations related to payments, including chargeback management, fraud prevention, refunds, payment initiatives, and projects. Leveraging a strong background in payment services, the incumbent will optimize payment processes, ensure compliance with regulatory requirements, and drive continuous improvement in payment services. This position offers the opportunity to lead payment projects, collaborate with cross-functional teams, and contribute to the enhancement of payment offerings.
Additionally, the role involves analysing payment data and metrics, tracking performance, and making data-driven decisions to improve efficiency and enhance the customer experience. The Assistant Manager for Payment Services will play a critical role in shaping the future of our payment services and ensuring excellence in customer satisfaction.
Key Accountability
- Digital Payment Strategy: Assist in the development and execution of the company’s digital payment strategy, ensuring alignment with business objectives and market trends.
- Payment Solutions Management: Oversee the implementation and maintenance of digital payment solutions, including e-wallets, payment gateways, mobile payments, and other emerging technologies.
- Support Management: Provide ongoing support for digital payment systems, addressing issues promptly and ensuring smooth operation. Serve as the escalation point for complex payment-related issues.
- Customer Support: Work closely with customer service teams to resolve payment-related queries and issues, ensuring a positive customer experience.
- Project Management: Manage digital payment projects from initiation to completion, ensuring timely delivery, adherence to budget, and achievement of project goals.
- Stakeholder Collaboration: Collaborate with internal teams (IT, Finance, Marketing, Customer Support) and external partners (payment providers, banks, vendors) to ensure seamless integration, operation, and support of payment systems.
- Data Analysis and Reporting: Monitor and analyze payment transaction data, providing insights and reports to support decision-making and identify areas for improvement.
- Compliance and Risk Management: Ensure that all digital payment processes comply with relevant regulations and industry standards. Identify and mitigate potential risks associated with digital payments.
- Customer Experience: Continuously improve the customer experience by optimizing payment processes, resolving payment-related issues promptly, and providing proactive support.
- Training and Support: Provide training and support to internal teams on digital payment systems and processes, ensuring they have the necessary knowledge and tools to assist customers effectively.
- Innovation: Stay informed about the latest trends and innovations in digital payments and recommend new solutions to enhance the company’s payment offerings and support capabilities.
Qualification & Working Experience
- Bachelor’s degree in finance, Business Administration, Information Technology, or a related field.
- Minimum of 3-5 years of experience in digital payments, e-commerce, fintech, or a related support role, with at least 1-2 years in a supervisory or managerial role.
