Merchant Operation manager

About the Role

Gulf International Bank is seeking a Merchant Operation Manager to join their team in Al Khobar. This full-time role focuses on managing all business-as-usual (BAU) activities related to merchant operations and defining business processes for merchant services.

Key Responsibilities

• Manage all BAU activities including scheme dispute handling, quarterly reporting, fraudulent transaction monitoring, GL reconciliation, merchant payment reconciliation, and merchant boarding, providing guidance to team members.
• Define and document business processes for all aspects of merchant services, such as sales support, applications, on-boarding, chargebacks, technical issues, and fraud prevention.
• Follow up on outstanding questions, issues, and discrepancies.
• Provide weekly and monthly reports on overall business performance.
• Lead staff in developing and implementing plans, tactics, and activities to ensure merchant satisfaction.
• Gain clarity on cross-organizational processes and represent customer issues/challenges.
• Take ownership of systems/processes regarding user-facing/interacting components.
• Act as the liaison between business units, technology teams, support teams, and/or application vendors.
• Successfully engage in multiple initiatives simultaneously.
• Liaise with third-party vendors as required.
• Pursue any other related activities as directed by superiors.

Operational Duties

• Exhibit confidence and extensive knowledge of emerging industry practices when solving operation problems.
• Escalate problems to the appropriate resource when unable to resolve them in a reasonable amount of time.
• Follow up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.

Professional Conduct

• Maintain high standards of professionalism and appearance at all times.
• Adhere to the bank's established procedures, policies, and guidelines.
• Assume additional responsibility without being asked.

Work Environment

This is a full-time position based in Al Khobar, Saudi Arabia, within Gulf International Bank. The role requires adherence to established bank procedures and policies.

Application Process

Candidates interested in this Merchant Operation Manager position are encouraged to apply.