QNB3815-Assistant Manager Merchant Operations (Qatarization)
The Assistant Manager, Merchant Operations is responsible for performing merchant operations activities for entities that have signed contracts with QNB. The role ensures all merchant operations are processed in compliance with established controls, procedures, regulatory requirements, and payment processing standards.
Essential Duties & Responsibilities by Dimensions:
A. Shareholder & Financial:
- Assist in the monitoring and achievement of Key Performance Indicators (KPIs) on periodic basis.
- Implements KPI’s and best practices for Assistant Manager, Merchant Operations.
- Act within the limits of the powers delegated to the incumbent.
- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
B. Customer (Internal & External):
- Liaise with client personnel, vendors and consultants during the process of establishing Merchants operations and during Merchants operations.
- Build and maintain strong and effective relationships with all the other related departments to achieve the Group’s goals/objectives.
- Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
C. Internal (Processes, Products, Regulatory):
- Responsible for performing Merchants activities in accordance with set payment processing methods and other procedures.
- Ensure settlement compliance to local and international rules and regulations provided by regulatory bodies and Visa/Mastercard requirements.
- Ensure that all processing exceptions are identified and inform the Supervisor Merchants for further action.
- Maintain the relationship with third party processors in accordance with set communication protocols.
- Liaise with QNB Merchants clients/merchants to respond to their queries and requests and document their service requirements to customize QNB Merchants solutions.
- Ecommerce merchants file payment processing and assure on daily basis that all files are loaded to the acquiring relevant system.
- P.O.S transactions file processing into merchant relevant systems, on daily basis verifying all transactions recorded into the bank host.
- Preparing/Reformatting MICROS and AMEX cards files by using merchant dedicated bank system and assuring daily processing.
- Creating merchant electronic statement certificates and forwarding them to secure merchant email IDs.
- Daily involvement in various bank merchant systems (Base24, Prime, Oracle, MIGS, Cyber Source, MICROS, Terminal Management System and Oracle) configuration activities as assigned by the Unit Head.
- Investigating and resolving merchant reversals, debit, refund and disputed bank account entries.
- Handling merchants’ phone calls and visits by answering their questions regarding POS machine issues or escalating them to concerned parties for support.
- Support International Branches and subsidiaries.
D. Learning & Knowledge:
- Keep abreast of developments in the merchant services industry, technological advancements in payment processing and local and international developments.
- Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.
- Proactively identify areas for professional development and undertake development activities.
- Seek opportunities to remain current with developments in the professional field.
Education/Experience Requirements:
Bachelor degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study)
At least 4 years of relevant experience, preferably within a highly rated international bank