Supervisor: Merchant Acquiring

Description

• To efficiently manage and control the Point-of-Sale department in order to contribute to the attainment of the Bank Windhoek sales and financial targets as well as to contributes towards operational excellence and service delivery in Bank Windhoek. The incumbent is responsible to ensure good service delivery levels directly to clients as well as to all Bank Windhoek Branches

Duties

Sales Plan & Growth Functions

• Develop and execute the Sales Plan of Point-of-Sale department
• Launch proactive sales actions as stipulated in the sales plan
• Initiate reactive sales actions to rectify growth challenges
• Initiate cross selling actions of Bank Windhoek products
• Do merchant and service growth analysis

Service Delivery & Customer Satisfaction Functions

• Ensure that the department provide an efficient and competitive service to merchants
• Monitor that contact reports are completed per client service call or visitation
• Planning of daily, weekly and monthly activities and meeting deadlines for department
• Assisting high profile clients with service queries and retention visits

Operations and General Administration

• Monitoring of all departmental processes and administration related to these processes:
• Sales (Contract, Call/Contact Report and Sales pipeline)
• Service delivery (Call/Contact Reports)
• Management and updating of all manuals
• Manage targets and initiatives
• Obtaining approval for invoices for department
• Planning & Budgeting for department Capex & Opex yearly
• Member testing, billing, disputes, technical, responsible for changes to be implemented to systems, reporting and coordination of down times
• Report any breach of Capricorn Group policies/procedures management
• Report any breach of Industry rules and regulations to management
• Resolving of client dispute-related requests
• Incident Management:
• Logging of Incidents on Metric Stream
• Facilitating incident meetings
• Liaising with external parties (customers or banks)
• Ensuring recoveries are done
• Reporting on incidents recovery process
• Reconciliation of incident (recoveries, payments, etc.)
• Representative on the Industry Card Forum
• Attendance & active participation in Card Forum meetings & subcommittees
• Provide feedback to management on discussion & action items imitating from industry meetings
• Log LBC/Change Requests internally and/or to vendors for Industry User Notices
• Ensure that any rules updates are communicated internally
• Due diligence in terms of working methodically and according to defined processes and procedures in manuals.
• Identify key risk areas and implement corrective measures
• Check Merchant Contracts of all consultants
• Check and file Call Reports of all consultants
• Prepare and manage courtesy call roster for consultants
• Recovery of Installation and Call Out Fees
• Keep updated Stock register
• Prepare Quarterly courtesy visits programs to all merchants and Branches
• Prepare daily, weekly and monthly program and work schedules for consultants
• Manage client request and complain process
• Monthly Management report on service delivery and new applications
• Monitor cost for fuel and local travel
• Monitor cost for device repairs and client charge outs of these chargeable repairs
• Monitor 3rd party agreements billing for correctness

Personnel Management

• Resource management and allocation
• Career development
• Performance management
• Training

Innovation

• Providing input up the reporting line concerning areas where processes can be improved to increase efficiency or reduce risk/losses

Customer Focus

•  To proactively and continuously deliver service excellence to all stakeholders
• To provide a professional service for the Branch and to ensure the effective handling of incoming and outgoing calls
• General: The person should be prepared/willing to do any other reasonable and lawful instruction/task and ensure that it is normally carried out on time

Requisites

• At least a minimum of 5 years' experience in a channel related environment
• Requirement to have knowledge specific to the business, e.g., banking products, channels
• Requirement to have knowledge of Industry rules & regulations related to the job
• Requirement to advanced Excel skills
• Technical aptitude with good organizational, analysis and problem-solving skills
• Ability to thrive in a fast-paced, complex and dynamic environment
• Ability to pay attention to details
• People Management and Leadership skills
• Effective written and oral communication skills as well as strong interpersonal skills
• Must have driver's license
• Must be willing to travel
• Grade 12
• A relevant degree/diploma will be an advantage
• Core Competencies:
• Planning & Organising
• Assertive
• Interpersonal Sensitivity
• Problem Solving and Analytic
• Insight/understanding
• Delivering Results and meeting customer expectations
• Ability to work well under pressure
• Entrepreneurial and Commercial Thinking

Notes

• Only shortlisted applicants will be contacted