Implementation and Support Lead- Gateway Acquiring

2 weeks ago


Dubai, Dubai, United Arab Emirates PayTech Nexus Ltd Full time
  • Term:12 months
    • Job location:Dubai and Abu Dhabi (travel as per projectneeds)
      • RoleTitle: Implementation and Support Lead GatewayAcquiring
        • Experience: 10years of relevant experience (Gateway Acquiring)
          • Language:English (Arabic is a plus)

RoleOverview: Implementation and Support Lead GatewayAcquiring will be responsible for clientside requirements for newfeature rollouts mandates support major initiatives and extendedsupport. The role involves direct client support technicaltroubleshooting strategic merchant onboarding and acting as thecustomers MPGS Subject Matter Expert (SME). The successfulcandidate will work closely with key stakeholders to ensure thesuccessful execution of projects and improve customer satisfaction.

RoleRequirements

  • Act asthe first point of contact for Gateway coordinating withMastercards internal teams and the Client to set up projects andfollow up on related requirements.
    • Provide ontheground support as required logrequests and update the Client team on project execution status attimely intervals.
      • Manageurgent production technical support and specific technicalchallenges faced by the Client.
        • Conduct regular reviews with the Client on openprojects and tickets.
          • Conduct brief platformspecific technicaltraining as needed.
            • Assist the Client in filling various requestforms related to the gateway (e.g. change requests).
              • Manage the Clients MPGStechnical team requirements to provide timely support for bothimplementations and production technical support.
                • Support and maintain thefull configuration cycle of noncorporate merchant organizations asper the Onboarding Guide provided with MPGS.
                  • Manage access rights and issue relevant accessto different levels of noncorporate merchant organizations.
                    • Ensure ownership changesare reflected on the Merchant Manager Portal upon acquiring banksnotification by activating or deactivating merchant codes.
                      • Support market oracquiring bank or corporate MSO with any application upgrade.
                        • Support and maintain anyGateway changes/Technical/Market support as part oftroubleshooting.
                          • Providesupport on and attend troubleshooting calls with the merchant.
                            • Provide periodic updateson required resolution post troubleshooting calls.
                              • Share incident reportsprovided by the BizOps team describing the cause and correctivemeasures taken for each incident.
                                • Any further MPGS related services agreedbetween the parties in writing which are part of and/or ancillaryto the services provided under this Schedule.

KPIs / OKRs:

  • Time to Resolution
    • GDV & Number of Transactions
      • Time to Implement onTarget
        • Compliance Level/ Percentage
          • Customerrelationship (VoC/CSAT)

Knowledge and Experience

  • Bachelors degree in a related field(e.g. Computer Science project management engineering technology)
    • 10 years of experiencein Acquiring.
      • Strongunderstanding of payment gateways acquiring systems and relatedtechnologies. Ability to conduct technical deep dives andtroubleshoot complex issues.
        • Proven experience in managing complex projectswithin the banking or financial services industry with a focus onacquiring and payments.
          • Extensive experience in providing highlevelclient support including technical troubleshooting and issueresolution.
            • Ability towork collaboratively with crossfunctional teams including ProductCIS and client teams to ensure successful project execution.
              • Excellent verbal andwritten communication skills with the ability to convey complextechnical information to nontechnical stakeholders.
                • Strong customer serviceorientation with a track record of improving customer satisfactionand VoC/Customer Feedback Scores.
                  • Ability to analyze data and metrics to drivedecisionmaking and improve project outcomes
Key Skills
Academics,Apache Tomcat,Dcom,Fabrication,Banking &Finance,Filing
Employment Type :Full Time
Experience: years
Vacancy: 1

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