- Assist in the monitoring and achievement of Key Performance Indicators (KPIs) on periodic basis.

- Implements KPI’s and best practices for Assistant Manager, Merchant Operations.

- Act within the limits of the powers delegated to the incumbent.

- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

B. Customer (Internal & External):

- Liaise with client personnel, vendors and consultants during the process of establishing Merchants operations and during Merchants operations.

- Build and maintain strong and effective relationships with all the other related departments to achieve the Group’s goals/objectives.

- Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.

- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

C. Internal (Processes, Products, Regulatory):

- Responsible for performing Merchants activities in accordance with set payment processing methods and other procedures.

- Ensure settlement compliance to local and international rules and regulations provided by regulatory bodies and Visa/Mastercard requirements.

- Ensure that all processing exceptions are identified and inform the Supervisor Merchants for further action.

- Maintain the relationship with third party processors in accordance with set communication protocols.

- Liaise with QNB Merchants clients/merchants to respond to their queries and requests and document their service requirements to customize QNB Merchants solutions.

- Ecommerce merchants file payment processing and assure on daily basis that all files are loaded to the acquiring relevant system.

- P.O.S transactions file processing into merchant relevant systems, on daily basis verifying all transactions recorded into the bank host.

- Preparing/Reformatting MICROS and AMEX cards files by using merchant dedicated bank system and assuring daily processing.

- Creating merchant electronic statement certificates and forwarding them to secure merchant email IDs.

- Daily involvement in various bank merchant systems (Base24, Prime, Oracle, MIGS, Cyber Source, MICROS, Terminal Management System and Oracle) configuration activities as assigned by the Unit Head.

- Investigating and resolving merchant reversals, debit, refund and disputed bank account entries.

- Handling merchants’ phone calls and visits by answering their questions regarding POS machine issues or escalating them to concerned parties for support.

- Support International Branches and subsidiaries.

D. Learning & Knowledge:

- Keep abreast of developments in the merchant services industry, technological advancements in payment processing and local and international developments.

- Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.

- Proactively identify areas for professional development and undertake development activities.

- Seek opportunities to remain current with developments in the professional field.