BharatPe - Senior Manager - Merchant Servicing & Asset Protection

Senior Manager - Merchant Servicing & Asset Protection

Responsibilities will include:

Functional Expertise:

1. Collaborate with Operations and Mx teams to ensure high-quality support and services for merchants.

2. Develop and implement a vernacular journey for Swipe merchants, including FAQs in regional languages.

3. Implement training programs for merchant support teams to enhance their product knowledge and troubleshooting skills.

4. Study look-alike Merchants where devices are inactive or lost and collaborate with the product team to mitigate such risks during onboarding.

Problem Solving:

1. Analyze VOM (Volume of Merchants) data and take corrective actions to reduce support tickets and enhance merchant satisfaction.

2. Implement proactive measures to identify and address potential issues before they impact merchants.

3. Proactively work with the sales team to activate merchants; decommission devices not getting activated, and lead recovery efforts.

4. Develop and implement an inactive journey strategy to prevent business losses associated with inactive merchants.

Interaction:

1. Work on continuous improvement of the merchant servicing program based on feedback and performance metrics.

2. Collaborate with cross-functional teams to address systemic issues impacting merchant satisfaction.

3. Collaborate with the product team to implement early signal recovery measures.

4. Improve rental collection performance through targeted strategies and process improvements.

5. Conduct regular audits to identify and address gaps in recovery processes.

To succeed in the role:

Impact: Enhancing merchant satisfaction, reducing operational costs, and safeguarding assets

Challenges & Decisions: Implementing robust merchant servicing programs and devising strategies for asset protection and recovery

Qualification & Experience (type & industry):

- Minimum 8 years of experience in roles related to merchant servicing, asset protection, and recovery, preferably in the Fintech or Banking sector overall 10 to 12 years of experience.

- Proven track record of implementing successful merchant servicing programs and asset protection strategies.

Skills & know-how:

- Strong analytical skills and experience in leveraging data to drive business decisions.

- Excellent collaboration and communication skills to work effectively with cross-functional teams.

- Prior experience in managing training programs for support teams.