Senior Manager, Merchant Services

Company Overview : PSP Services Inc. is a leading payment processing company specializing in providing merchant accounts and payment gateway services. We empower businesses of all sizes to accept payments securely and efficiently, facilitating seamless transactions in the digital landscape. With a focus on innovation and customer satisfaction, we strive to deliver cutting-edge solutions that drive business growth. Position Overview : We are seeking a dynamic and experienced Manager of Merchant Services to oversee and optimize our merchant onboarding process, payment operations and client support functions. Reporting directly to the Vice President of Merchant Services, the ideal candidate will possess a blend of leadership, operational excellence, technical proficiency, and strategic vision to ensure the smooth flow of payment transactions and exceptional service delivery. Key Responsibilities :

• Merchant Onboarding Process Management : Collaborate closely with the credit and risk department and ISO sales manager to manage the end-to-end merchant onboarding process, ensuring adherence to service level agreements (SLAs) from initial request to deployment. Additionally, oversee ongoing account management activities to maintain customer satisfaction and retention.
• Payment Operations support & Technical Integration Management : Take ownership of day-to-day payment operations for e-commerce merchants, overseeing the entire transaction flow from payment initiation to settlement and funding. Proactively troubleshoot integration issues in collaboration with the IT team to ensure seamless payment processing. Lead and manage the merchant support team, responsible for handling psigate call queues and providing timely support for escalations. Act as the escalation point for resolving payment-related issues, including API calls, XML, HTML, or REST integration support.
• Product Development Input : Serve as a product owner, leveraging business insights and requirements to drive the development of payment products. Monitor and identify opportunities for improvement in existing products, promptly engaging the IT team to address any issues and ensure a seamless payment flow.
• Business Intelligence Reporting : Generate periodic and ad-hoc reports by querying databases to meet the diverse needs of different teams within the organization. Deliver reports on a daily, weekly, and monthly basis, providing valuable insights to support strategic decision-making. Proficiency in advanced Excel and SQL for data analysis and reporting is required.
• Collaboration and Coordination : Work closely with various departments, including compliance, accounts, and IT, to ensure alignment and synergy in merchant services operations. Coordinate with the settlement team to facilitate funding investigations and reconciliations as needed.

Skills and Qualifications :

• Bachelor’s degree in business administration, Finance, or related field; Master's degree preferred
• Proven experience in merchant services or payment processing industry, with at least 2 years in a managerial role
• Strong understanding of payment operations, including authorization, settlement, and funding processes
• Excellent leadership and communication skills, with the ability to effectively manage and motivate a team.
• Proficiency in advanced Excel and SQL for data analysis and reporting
• Basic knowledge of API, XML, HTML, and REST for technical integration support
• Demonstrated problem-solving abilities, particularly in troubleshooting integration issues and resolving customer escalations.
• Knowledge of regulatory compliance requirements in the payment industry
• Collaborative mindset with the ability to work cross-functionally and foster positive relationships across departments. Join Our Team : If you are a proactive leader with a passion for driving operational excellence, technical proficiency, and delivering exceptional customer service in the payment processing industry, we invite you to apply for the Manager of Merchant Services position at PSP Services Inc. Join us in shaping the future of digital payments and empowering businesses to thrive in an ever-evolving marketplace.