Service Mgr-Integrated Merchant Services

1 Asset Management Ensure 100 % efficiency in tracking terminal movement.
• Ensure that are terminal movement are appropriately are updated in the system in Location/Regions.
• Ensure Version control and all terminals are deployed with appropriate application.
• Working in close Coordination with Sales unit and ensure appropriate Inventory management for timely installation and closure of service calls 2 Charge bank & Retrieval Fulfillment Manage the process of charge back and Retrieval end to end.
• All dispute are being monitored for closure within the stipulated time period of franchisees 95% of both chargeback and Retrieval to be closed as response 3 Complaint Management Act as a single point of contact for all complaints for merchant service team for the Location/regions Monitor closure for all escalated complaints logged through all touch points like MD, PNO, BO etc.
• All complaints to be closed within 24 hours Regular MIS to all stake holder to ensure update timely closure Review quality of closure and response being sent to merchants for complaints All service calls to be closed within the benchmark set by the management.
• 4 Service desk Management Is responsible for all aspects of Service desk operation.
• Ensure that all queries raised by merchants are logged as per the set process and resolved within the set TATs.
• Service Manager will plan, direct and coordinate various aspects of his operating area.
• He will ensure that operations run smoothly and according to processes of the bank Service Manager will ensure that standards and protocols of customer service at their specific Location/Regions are followed by Help desk staff Responsible for training, coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality.
• Helpdesk staff is adequately trained on the existing processes and new processes.
• 5 Satisfactory Internal Bank audit Audit done by the bank audit team needs to be satisfactory since these all checks would have been done 6 Portfolio Management & Special Projects Ensure merchant better engagement in order to up-sell core payment products and cross sell various products offered by the bank.
• Portfolio management drive for early activation for the newly acquired merchants and assistance on activating NIL merchants Service Manager will also participate in special projects that are being executed in the department which involves representation from cross functions.

Skills
• Must possess ability to drive team to multi task and deliver on critical objectives
• Must have strong process orientation and ability to understand and implement new processes
• Must be a keen learner and adapt quickly to challenges
• Must display initiative and take ownership of critical activities
• Must possess good communication skills
• Team Management skills