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 strengthen merchant experience and operational efficiency partnering with internal stakeholders including Process & Capability, Quality, Partnerships and Program Teams.