Head of Merchant Services

Payfast by network is one of the leading Fintech payment organisations in South Africa. Were on a mission to exponentially grow the digital economy of South Africa by building world-class payment products. Developed in-house, our solutions enable customers to make and receive business payments quickly and securely and allow enterprises to trade locally, across borders, and internationally.

We are on the hunt for a Head of Merchant Services reporting to the Managing Director.

The Head of Merchant Services is a key leadership role responsible for developing and implementing the Merchant Service strategy, ensuring exceptional Merchant satisfaction, and driving continuous improvement initiatives. The Head of Merchant Service is responsible for identifying and developing process and performance improvements and efficiencies for the Merchant and for leading/developing a team, who delivers Merchant interactions across multiple channels. They will be responsible for driving and implementing a digital Merchant Services strategy as well implementing Merchant satisfaction monitoring metrics.

About you

Youll fit in perfectly with our culture if you:

• Get energised by a fast-paced environment
• Cherish a good work-life balance
• Are adaptable and dont mind a bit of chaos now and again
• Regard collaboration as an essential part of getting the job done
• Pride yourself as being a self-starter who doesnt lack motivation
• Dont need to be micromanaged
• Take feedback well and use it for self-improvement
• Welcome change and new ideas
• Value the importance of diversity

What you'll be doing

Merchant Service Strategy:

• Develop and implement a comprehensive Merchant service strategy aligned with the company's overall goals and values.
• Define service level agreements (SLAs), performance metrics, and quality standards to ensure consistent and outstanding Merchant support.
• Stay updated on industry best practices and emerging trends in Merchant service within the sector and integrate them into the company's service approach.

Team Leadership and Development:

• Lead, inspire, and mentor a high-performing Merchant service team, fostering a culture of excellence, collaboration, and continuous improvement.
• Set clear goals and objectives for the Merchant service team, monitor performance, and provide regular feedback and coaching.
• Develop training programs and initiatives to enhance the skills and knowledge of the Merchant service team, ensuring they stay up-to-date with products, services, and industry regulations.

Merchant Experience Management:

• Drive the delivery of exceptional Merchant experiences by ensuring prompt and effective resolution of Merchant inquiries, concerns, and complaints.
• Develop and implement Merchant engagement strategies to enhance Merchant satisfaction, loyalty, and retention.
• Implement and leverage Merchant feedback mechanisms to continuously improve service quality and identify areas for process enhancement and innovation.

Process Optimization:

• Streamline Merchant service processes, workflows, and systems to maximize efficiency, minimize response times, and improve the overall Merchant journey.
• Collaborate with cross-functional teams, including product, technology, and operations, to identify opportunities for process automation and self-service options that enhance the Merchant experience.
• Implement and utilize Merchant service tools and technologies to enhance productivity, reporting, and performance tracking.

Compliance and Risk Management:

• Ensure Merchant service operations comply with applicable regulatory requirements, industry standards, and data protection regulations.
• Develop and implement robust risk management practices, including fraud prevention and Merchant identification measures, to protect Merchant interests and the company's reputation.
• Stay updated on regulatory changes and emerging risks within the industry, and proactively adapt Merchant service processes and policies accordingly.

Stakeholder Management:

• Collaborate closely with internal stakeholders, including senior management, product teams, and marketing, to align Merchant service strategies with business objectives and product development plans.
• Serve as the voice of the Merchant within the organization, providing insights and recommendations for product and service enhancements based on Merchant feedback and market trends.
• Establish strong relationships with external partners and vendors, such as contact centre providers or Merchant service software vendors, to optimize service delivery.

What you'll need

• Bachelor's degree in business, finance, or a related field. Advanced degrees or certifications in Merchant service, management, or are a plus.
• Demonstrated success in driving Merchant satisfaction, retention, and loyalty through exceptional Merchant service strategies and initiatives.
• Proven experience in managing and scaling Merchant service operations to support rapid business growth.
• Track record of implementing process improvements and leveraging technology to enhance Merchant service efficiency and effectiveness.
• A minimum of 8-10 years of progressive experience in Merchant service management, with at least 3-5 years in a senior leadership role.
• In-depth understanding of products, services, and the unique Merchant service challenges and opportunities within the sector.
• Familiarity with regulatory frameworks, compliance requirements, and data protection regulations.
• Extensive experience in Merchant service management specifically within the industry.

Leadership and Management Skills:

• Proven track record of successfully leading and managing a Merchant service team, preferably in a fast-paced environment.
• Strong leadership skills with the ability to inspire, motivate, and develop a high-performing team.
• Excellent decision-making capabilities and the ability to handle complex Merchant issues and escalations effectively.

Merchant-Centric Mindset:

• Deep empathy and a genuine passion for delivering exceptional Merchant experiences.
• Proven ability to develop and implement Merchant-centric strategies, initiatives, and processes.
• Strong problem-solving skills with a focus on finding innovative solutions to meet Merchant needs and exceed their expectations

Communication and Interpersonal Skills:

• Exceptional communication and interpersonal skills, both written and verbal.
• Ability to effectively communicate complex ideas and technical concepts to both technical and non-technical stakeholders.
• Strong relationship-building skills with the ability to collaborate and influence cross-functional teams and external partners.

Analytical and Data-Driven Approach:

• Strong analytical and data interpretation skills, with the ability to extract meaningful insights from Merchant service data and metrics.
• Proficiency in using Merchant service software and tools to track, analyse, and report on key performance indicators (KPIs).
• Comfortable working with data-driven decision-making frameworks to drive continuous improvement and optimize Merchant service operations.

Adaptability and Agility:

• Ability to thrive in a fast-paced and rapidly evolving environment.
• Demonstrated flexibility and agility to adapt to changing Merchant needs, market dynamics, and technological advancements.
• Comfortable with ambiguity and capable of making informed decisions in uncertain situations.

Compliance and Risk Management:

• Strong understanding of regulatory requirements and compliance frameworks within the industry.
• Proven ability to develop and implement robust risk management practices to protect Merchant interests and maintain regulatory compliance.
• Familiarity with fraud prevention strategies, Merchant identification measures, and data protection principles.

Strategic Thinking:

• Strong strategic mindset with the ability to align Merchant service objectives with broader business goals and product roadmaps.
• Proven ability to think long-term and anticipate future Merchant service needs, market trends, and industry disruptions.
• Capable of translating strategic visions into actionable plans and initiatives.

About us

PayFast was founded in 2007 and has grown into one of South Africas leading online payment gateways. The DPO Group, which includes DPO Africa, PayGate, PayFast and SiD Instant EFT, is the largest and the fastest-growing African payment service provider, operating in 21 countries and working with more than 60, 000 active merchants across the continent. In 2021, DPO Group was acquired by Network International. Our combined resources and expertise are benefiting merchants and online shoppers looking to accept digital payments through as many different channels as possible.

Benefits

• Company pension
• 21 days annual leave
• Study leave
• Celebrate your cake day with special birthday leave
• Great company culture
• Free mental health consultations
• Access to learning and development
• Onsite Barista, fueling your coffee needs
• And a whole lot more

Availability

• As soon as humanly possible (but we are willing to wait for the perfect candidate).
• If this sounds like a role that you would flourish in, please apply now.