Merchant Servicing Manager
Latitude Financial Services · Melbourne, Victoria, AU
This role is responsible for establishing and leading the Merchant Support function across Australia and New Zealand, overseeing a team of 10 Specialists acr...
Job description
About the role This role is responsible for establishing and leading the Merchant Support function across Australia and New Zealand, overseeing a team of 10 Specialists across onshore and offshore locations. You will lead a 7‑day blended support model, delivering high‑quality, compliant and efficient merchant servicing for retail partners and Latitude Account Managers. The role drives performance, risk oversight, development and continuous improvement. Responsibilities: - Build and deliver plans to achieve AU/NZ process and service parity, including cross‑skilling for Merchant Servicing. - Lead onshore/offshore Merchant Support Consultants to deliver consistent support across a 7‑day model. - Drive performance across phone, chat and email channels to meet SLAs, productivity and quality targets. - Act as escalation point for complex merchant, Account Manager, B2B Field Team and Program Leader enquiries. - Oversee resolution of operational/technical issues including portal access, sales processing, reversals, promotions, settlements and credit balance enquiries. - Present performance insights and action plans to stakeholders including Partnerships. - Drive continuous improvement to s...