Merchant Operation manager

About the Role

Gulf International Bank is seeking a Merchant Operation Manager to join their team in Al Khobar, Eastern Region. This full-time role involves overseeing all operational aspects of merchant services, ensuring efficient processes and high standards of service delivery. The manager will guide a team and act as a key liaison across various internal and external stakeholders.

Key Responsibilities

• Manage all business-as-usual (BAU) activities related to scheme dispute handling, quarterly reporting, fraudulent transaction monitoring, GL reconciliation, merchant payment reconciliation, and merchant boarding.
• Provide guidance and support to team members in their daily tasks.
• Define and document business processes for all merchant services, including sales support, applications, on-boarding, chargebacks, technical issues, and fraud prevention.
• Follow up on outstanding questions, issues, and discrepancies to ensure timely resolution.
• Prepare and present weekly and monthly reports on overall business performance.
• Lead staff in the development and implementation of plans and tactics to ensure merchant satisfaction.
• Gain clarity on cross-organizational processes and represent customer issues and challenges effectively.
• Take ownership of systems and processes related to user-facing and interacting components.
• Demonstrate extensive knowledge of emerging industry practices when solving operational problems.
• Act as the primary liaison between business units, technology teams, support teams, and application vendors.
• Successfully engage in and manage multiple initiatives simultaneously.
• Maintain high standards of professionalism and appearance at all times.
• Liaise with third-party vendors as required.
• Adhere to the bank's established procedures, policies, and guidelines.
• Pursue any other related activities as directed by superiors.
• Escalate unresolved problems to appropriate resources within a reasonable timeframe and follow up on escalated issues with coaching and mentoring to expand knowledge.
• Assume additional responsibilities proactively.

Work Environment

This is a full-time position based in Al Khobar, within the Eastern Region of Saudi Arabia. The role requires a proactive approach to problem-solving and collaboration with various internal and external teams.