Primary Responsibilities
- Establish and manage end-to-end merchant acquiring operational processes for POS, E-Commerce, QRPH, SoftPOS, Installment, and related payment acceptance services.
- Develop and implement operational policies, procedures, service standards, and controls to support the merchant acquiring business.
- Oversee merchant onboarding, account set-up, maintenance, amendments, suspension, and termination activities in accordance with approved policies.
- Ensure timely and accurate merchant settlement, fee computation, reconciliation, and funding processes.
- Manage daily reconciliation of merchant transactions against acquiring systems, payment gateways, card network reports, and settlement accounts.
- Monitor operational performance, transaction exceptions, aging items, and unresolved reconciliation breaks.
- Handle merchant inquiries, complaints, operational issues, and service requests within established service level agreements (SLAs).
- Lead chargeback, retrieval request, dispute resolution, and representment activities in compliance with card scheme rules and regulatory requirements.
- Coordinate with Payment Gateways, POS Vendors, Card Networks, BSP, Operations, Finance, Treasury, Risk Management, and Contact Center teams on operational matters.
- Monitor transaction processing, settlement failures, system incidents, fraud alerts, and operational risks and ensure timely escalation to management.
- Ensure compliance with BSP regulations, card scheme operating regulations, PCI DSS requirements, and internal policies.
- Generate and analyze operational reports, merchant portfolio performance reports, reconciliation reports, dispute reports, and management dashboards.
- Support implementation, testing, and operational readiness for new merchant acquiring products, services, enhancements, and system changes.
- Establish business continuity, incident management, and operational resilience procedures for merchant acquiring operations.
- Identify process improvement opportunities and drive operational efficiency, automation, and service quality initiatives.
- Manage relationships with service providers and vendors to ensure adherence to contractual obligations and service standards.
Qualifications
- Bachelor's Degree in Business, Finance, Accounting, Information Technology, or related field.
- Minimum 5-8 years of experience in card acquiring, electronic payments, merchant acquiring operations, payment gateway operations, or banking operations.
- Strong knowledge of merchant settlement, reconciliation, chargebacks, card network rules, and payment operations.
- Familiarity with Visa, Mastercard, JCB, UnionPay, QRPH, and BSP regulatory requirements.
- Experience in operational risk management, incident management, and service delivery management.
- Strong analytical, problem-solving, and stakeholder management skills.
- Experience working with acquiring systems, payment gateways, and merchant management platforms is preferred.
Key Performance Indicators (KPIs)
- Settlement accuracy and timeliness.
- Reconciliation break resolution rate.
- Chargeback ratio and dispute resolution turnaround time.
- Merchant inquiry and complaint resolution SLA compliance.
- Operational incident response and closure timelines.
- Regulatory and audit compliance results.
- Merchant service quality and satisfaction levels.
- Operational efficiency and process improvement achievements.
