Manager, Merchant Support

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Job Responsibilities:
- To ensure projects and system enhancements are implemented based on the agreed requirements.- To ensure production issues are resolved by IT and/or vendors within the agreed SLA.- To ensure payment gateway and terminal software is compliant to all governing rules by all regulatory bodies.- To plan and ensure a sustainable Business Development plan are developed and achieved- Overall projects and initiative prioritization
- Production Issue Troubleshooting_- To provide first or second level technical support for all merchant acquiring systems (eg. EDC terminals, payment gateway, host, auto billing system, etc) related production issues, and to work closely with internal IT and/or vendor for rectification.- To identify root cause for each system issue, and to work closely with IT and/or vendor for permanent resolution. Perform UAT test upon the rectification and fixes on the issue in UAT environment to make sure the fixes works accordingly and is not impacting to other BAU processes.
- UAT management / coordination_- To coordinate and/or perform UATs for Production Issues and/or Projects, which includes close communication with IT and vendors.
- Project Management_- To lead / involve in technical projects to ensure it meets business requirement, and it is within the specified timeline and budget- Project prioritization
- Terminal Technical Support_- To lead / involve in terminal certification exercise- To lead / involve in terminal UATs- To provide technical support for terminal key injection related matters
- General Technical Support_- To ensure the overall merchant acquiring system performance (including host, NAC, terminals, payment gateway etc) is at its optimum level.- To ensure all technical requirements / systems are compliant to the regulatory (eg. Card Schemes and BNM)
- Business Development_- To drive initiatives to help boost the merchant acquiring business for the Bank; ie:
- Initiatives to maintain and/or increase incoming volume from existing merchants-
- Initiatives to boost merchant recruitment by the merchant sales team-
- Developing and sustaining solid relationships with internal stakeholders, merchants, vendors, card schemes and other business partners.-
- Analyzing feedback and data to determine whether the market is satisfied with the Bank’s products and services.-
- Providing insight into product competitiveness and positioning.-
- Analyzing financial data and developing effective strategies to reduce business costs and increase profits.-
- Conducting market research to identify current and potential trend, and new business opportunities.-
- Collaborating with all stakeholders to determine the most viable, cost-effective approach to pursue new business opportunities.Job Requirements:
- Malaysian citizen with a minimum Degree in IT/Project Management/Software Engineering- 5 years of working experience in Merchant Acquiring or payment Industry, or any IT Technical field.- Knowledge in merchant acquiring segment would be an added advantage
- About Hong Leong Bank_
- We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China._
- We seek to strike a balance between diversity, inclusion and merit to achieve our _
- mission of infusing diversity in thinking and skillsets into our organisation._
- are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. _
- Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation._