Merchant Services Lead

5 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Ant International Full time

About the Company

Headquartered in Singapore, Ant International powers the future of global commerce with digital innovation for everyone and every business to thrive. In close collaboration with partners, we support merchants of all sizes worldwide to realize their growth aspirations through a comprehensive range of tech-driven digital payment and financial services solutions. We are the global business service and support team for international businesses across Ant International.

About the Role

A Merchant Service Team Leader is responsible for managing the Merchant Service Team and Account Management Team in Malaysia. Build and strengthen merchant relationships throughout the life cycle to create merchant profile and driving their business turnover. It's a role for both customer advocate and strong representative of Ant International.

Responsibilities

  • Lead and oversee the Merchant Service and Account Management Team to ensure the delivery of professional, high-quality service solution.
  • Conduct regular performance reviews, training sessions and coaching for the team to develop strong customer handling skills and product knowledge. Ensure the team's operations and activities are always compliant with relevant internal policies and external regulations.
  • Analyze customer feedback, calls and complaints to identify process or training improvements. Implement strategies for maximizing first-contact resolution, reducing handle times and addressing root causes of issues.
  • Lead core projects to drive operational excellence and achieve business goals. Champion customer priorities across departments to cultivate a customer-centric culture.
  • Gains insight into merchants' business development directions and long-term plans, aligning these with WorldFirst's product characteristics and service systems to devise and implement customized service solutions for key clients.

Qualifications

  • Bachelor's degree or equivalent experience
  • Proficient in English both spoken and written.
  • At least 5 years of experience leading customer service/ account management / business operations teams in financial sector, from banking, payment, trading, tele-sales, B2B solutions or related fields.
  • Track record of motivating high-performing teams through strong leadership.
  • General understanding of regulatory compliance, guidelines, regulations in financing or payment processing industry are preferred; ability to learn and adapt to new product knowledge including the area of risk management, revenue protection and industrial best practice.
  • Effective problem-solving and negotiation skills. Able to communicate across various teams and make influence on collaborating teams; Ability to develop and maintain professional working relationships with co-workers and peers.
  • Operational excellence in analytical thinking, process development and planning, flexibility and ability in responding to evolving business priorities and dealing with ambiguity; Fast-paced, self-motivated, independent, result-oriented and able to work under pressure with multiple deadlines.
  • Proficient in using office tools like Excel and Word; experience with Salesforce is a plus.

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