Merchant Acquisition Operations Manager, GrabPay

Get to know the role :

• The incumbent is responsible for developing or optimizing operational process for GrabPay’s merchant department.
• He/She is required to have the ability to manage a team of high performing team managers, team and work closely with other departments to position GrabPay as the preferred payment method
• among merchants.

The day-to-day activities:

• Functional - In charge of developing and optimizing end to end process for merchant onboarding, approval and educate merchants on new features deployed.
• Work closely with customer support, finance and product department to solve issues and refund request.
• Develop merchant retention strategy and maintain net promoter score to position GrabPay as the preferred payment method for merchants.
• Manage operation cost, delivery of marketing collateral and ad-hoc project together with marketing.
• Customer - Manage GrabPay Merchants churn rate and net promoter score.
• Financial - Prior experience in budget management is a plus point.
• People -This role requires the individual to work well with internal and external parties.
• Experience in managing a team of 10.
• Able to manage both junior operational staff as well as business stakeholders.

The must haves:

• Minimum 6-8 years of work experience with 3 years in a managerial capacity.

• Proficient with Microsoft Office (words, power point and excel).

• Familiar with Tableau, Holistics and Draw.io is a plus.

• Experienced and skilled in areas such as process development as well as workforce management and reporting are highly desirable.

• Successfully designed, executed and continuously improved on processes, SOPs and ad-hoc projects.

• Analytical and process oriented; ability to problem-solve.

• Managerial experience in a customer-centric environment in the service industry (Telecommunication, financial institutions, tech start-ups and consulting).

• Excellent communication, interpersonal and presentation skills.