Implementation and Support Lead Gateway Acquiring

Client of Outsized

Key Activities

Core Responsibilities and Accountabilities

• Act as the first point of contact for Gateway, coordinating with Scheme's internal teams and the Client to set up projects and follow up on related requirements.
• Act as first point of contact for POS acquiring related support requests, loop in relevant scheme/bank teams and track open issues till closure;
• Provide on-the-ground support as required, log requests, and update the Client team on project execution status at timely intervals.
• Manage urgent production technical support and specific technical challenges faced by the Client.
• Conduct regular reviews with the Client on open projects and tickets.
• Conduct brief platform-specific technical training as needed.
• Assist the Client in filling various request forms related to the gateway (e.g., change requests).
• Manage the Client s MPGS technical team requirements to provide timely support for both implementations and production technical support.
• Support and maintain the full configuration cycle of non-corporate merchant organizations as per the Onboarding Guide provided with MPGS.
• Manage access rights and issue relevant access to different levels of non-corporate merchant organizations.
• Ensure ownership changes are reflected on the Merchant Manager Portal upon acquiring bank s notification by activating or deactivating merchant codes.
• Support market or acquiring bank or corporate MSO with any application upgrade.
• Support and maintain any Gateway changes/Technical/Market support as part of troubleshooting.
• Provide support on and attend troubleshooting calls with the merchant.
• Provide periodic updates on required resolution post troubleshooting calls.
• Share incident reports provided by the BizOps team describing the cause and corrective measures taken for each incident.
• Any further MPGS related services agreed between the parties in writing which are part of and/or ancillary to the services provided under this Schedule

KPIs

• Time to Resolution
• GDV & Number of Transactions
• Time to Implement on Target
• Compliance Level / Percentage
• Customer relationship (VoC/CSAT)

Duration and Location

• Term: 12 months
• Client Location: United Arab Emirates