Date live:21/08/2025
Business Area:Acquiring & Gateway
Area of Expertise:Marketing
Contract:Permanent
Reference Code:JR-0000069379

“This senior-level position demands a visionary leader who can drive the strategic direction of the servicing department, ensuring alignment with the company’s core values and long-term goals. The ideal candidate will possess a deep understanding of industry trends, exceptional leadership skills, and a proven track record of delivering outstanding customer service. They will be responsible for fostering a culture of excellence, innovation, and continuous improvement, while also managing and developing a high-performing team. The role requires a proactive mindset, strong analytical abilities, and the capacity to navigate complex challenges with agility and resilience. The Head of Payment Acceptance Servicing will play a pivotal role in shaping the future of the organization, driving operational efficiency, and enhancing the overall customer experience. This is an exciting opportunity for a dynamic and results-oriented professional to make a significant impact in a fast-paced and evolving environment.

• Develop and execute the servicing strategy to ensure exceptional client experience and satisfaction across all merchant accounts.
• Lead, manage, and mentor the servicing team to deliver high performance and support professional growth.
• Oversee daily operations related to merchant onboarding, maintenance, and issue resolution.
• Establish and monitor key performance indicators (KPIs) to drive service excellence and operational efficiency.
• Collaborate with sales, product, risk, and technology teams to optimize end-to-end merchant servicing processes.”

ACCOUNTABILITIES

• Mapping and analysing the customers journey across all touchpoints including key interactions, pain points and identify opportunities for improvement in the customer experience.
• Development of customer personas to personalise their experience based off demographics, behaviour and needs.
• Development and implementation of strategies to improve customer satisfaction, loyalty and other customer KPI’s, as needed.
• Collaboration with teams across the bank to ensure consistent and positive customer experiences throughout their journey.
• Implement consistency in messaging and branding across all customer-facing channels, where applicable.

PURPOSE OF THE ROLE

To contribute to and enhance NPS by improving customer experience across touchpoints, ensuring experience and messaging is consistent and customer centric. Includes customer journey mapping to identify areas for improvement, refining customer interactions

“This senior-level position demands a visionary leader who can drive the strategic direction of the servicing department, ensuring alignment with the company’s core values and long-term goals. The ideal candidate will possess a deep understanding of industry trends, exceptional leadership skills, and a proven track record of delivering outstanding customer service. They will be responsible for fostering a culture of excellence, innovation, and continuous improvement, while also managing and developing a high-performing team. The role requires a proactive mindset, strong analytical abilities, and the capacity to navigate complex challenges with agility and resilience. The Head of Payment Acceptance Servicing will play a pivotal role in shaping the future of the organization, driving operational efficiency, and enhancing the overall customer experience. This is an exciting opportunity for a dynamic and results-oriented professional to make a significant impact in a fast-paced and evolving environment.

• Develop and execute the servicing strategy to ensure exceptional client experience and satisfaction across all merchant accounts.
• Lead, manage, and mentor the servicing team to deliver high performance and support professional growth.
• Oversee daily operations related to merchant onboarding, maintenance, and issue resolution.
• Establish and monitor key performance indicators (KPIs) to drive service excellence and operational efficiency.
• Collaborate with sales, product, risk, and technology teams to optimize end-to-end merchant servicing processes.