Job Title: Manager, Merchant Services
Employer: Ecobank Uganda
Duty Station: Uganda

Job Summary

The Manager, Merchant Services will be responsible for managing merchant relationships, driving merchant acquisition and onboarding, supporting payment solutions, monitoring transaction performance, and ensuring excellent customer service.

The role will also provide technical and sales support for electronic payment channels, lead complex implementations, drive digital channel adoption, and work closely with Relationship Managers, Product, IT, Operations, Risk, Marketing and other teams to deliver effective payment solutions.

Key Responsibilities

Merchant Relationship Management

• Build and maintain strong relationships with merchants and understand their payment processing needs.
• Provide trusted advice to clients on the capabilities of Ecobank’s electronic product range.
• Address merchant concerns and queries to ensure a positive customer experience.
• Drive customer satisfaction across relevant payment channels.

Sales and Merchant Onboarding

• Support the acquisition of new merchant accounts.
• Guide merchants through the onboarding process.
• Provide sales support to Relationship Managers and Heads of Transaction Services Group (TSG) in securing new business.
• Work with sales teams to define appropriate customer solutions.
• Support the preparation and presentation of sales proposals to prospective clients.
• Assist sales teams in responding to and winning RFP mandates.

Technical and Product Support

• Provide technical assistance and training to merchants using POS systems.
• Troubleshoot payment and POS-related issues.
• Maintain up-to-date knowledge of POS technologies and electronic payment solutions.
• Ensure continuous training on product updates, channel information, campaigns and programmes.
• Communicate product information effectively to clients and internal teams.

Digital Channel Development

• Lead efforts to eliminate manually initiated funds transfers and other manual payments by implementing new onboarding processes that connect clients to digital channels from day one.
• Work with Payments Product Managers and Operations to drive digital transformation.
• Follow Ecobank requirements for new product development and innovation.
• Work in partnership with the Business Development and Innovation Head on product development initiatives.
• Identify market opportunities and recommend actions to improve electronic channel adoption and utilization.

Implementation and Service Delivery

• Lead complex implementations involving multiple products and services following the acceptance of cash management or trade services proposals.
• Take full accountability for successful implementation and customer satisfaction.
• Interface with customer implementation teams, including teams operating across multiple locations.
• Liaise with Service Delivery, Sales, IT and other functions to ensure effective design and delivery of new channels and related functionality.
• Ensure implementation standards are maintained.
• Resolve customer complaints through constant communication and effective follow-up.

Compliance and Risk Management

• Ensure transactions and merchant activities comply with regulatory requirements and company policies.
• Ensure appropriate controls are incorporated into risk management tools for client access channels.
• Identify incidents and developing situations, including potential outages, that could lead to customer complaints and alert management promptly.
• Support effective risk management across electronic payment channels.

Performance Monitoring and Reporting

• Achieve monthly and weekly transaction targets.
• Analyse transaction data and merchant performance to identify growth and improvement opportunities.
• Prepare reports on merchant performance, transaction trends and sales activities.
• Ensure accurate client access financials, volume analysis and trend analysis.
• Conduct market research and analyse competitive offerings and market trends.

Business Development and Marketing

• Develop market opportunities for electronic payment and merchant solutions.
• Develop marketing plans in conjunction with CIB/CMB Marketing teams and relevant Transaction Services divisions.
• Work with Product and Sales teams to maximize cross-selling opportunities.
• Facilitate the adoption of best practices across teams.
• Support product campaigns and programmes aimed at increasing channel penetration.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Computing, Economics, Marketing or a related field.
• Master’s degree, MBA or professional accreditation is an added advantage.
• Experience in cross-functional business or operations.
• 2–5 years of experience in product development or product management.
• At least 4 years of relevant experience in technology.
• Strong understanding of customer needs, workflows and systems.
• Experience in electronic payment channels, technology or related financial services would be relevant.
• Strong client focus and external orientation.
• Ability to understand client needs and keep abreast of macroeconomic trends and contemporary finance and treasury practices.
• Strong strategic, consultative and solution-oriented approach.
• Ability to assess client needs and package appropriate banking solutions.

Skills and Competencies

• Strong interpersonal and selling skills.
• Excellent communication and presentation skills.
• Strong command of PowerPoint and public speaking.
• Exceptional relationship management skills.
• Strong stakeholder management and influencing abilities.
• Strong execution and technical skills.
• Good teamwork and ability to work across cultures and geographical locations.
• High responsiveness and ability to work with urgency.
• Ability to work effectively under pressure.
• Strong commercial acumen and attention to detail.
• Strong drive for results.
• Ability to plan, track and follow through on solutions and revenue opportunities.
• Creativity and passion for solving complex business challenges.
• Ability to work independently and meet tight deadlines.
• Ability to lead with courage in challenging markets and environments.