Senior Executive, Service Senior Executive, Support

This role is responsible for managing the support and operational health of online payment services, covering both partner and merchant portfolios post-onboarding. The incumbent plays a key role in query resolution, merchant engagement, transaction monitoring, and maintaining SLA performance. The position also supports account-level oversight and ensures that partner-related services operate smoothly and reliably.

The job holder

duties and responsibilities

shall include : -

• Act as the primary point of contact for partners and merchants post-onboarding regarding online payment queries.
• Resolve operational and technical issues such as transaction delays, password resets, system errors, or settlement inconsistencies.
• Monitor daily system and transaction performance to identify performance drops, latency, or service disruptions; engage partners proactively when anomalies are detected.
• Liaise with internal support teams (Tech Ops, Product, Fraud) or acquirers to resolve escalated merchant issues.
• Support partners on refund or adjustment requests beyond the void period.
• Coordinate with Finance, Reconciliation, and Risk teams to ensure settlement consistency and transaction integrity.
• Maintain comprehensive documentation of inquiries, resolutions, system issues, and partner feedback.
• Ensure consistent communication with partners to manage expectations and share timely updates.
• Assist in reviewing support processes, proposing improvements, and updating SOPs regularly.
• Prepare and share service performance metrics, trends, and partner feedback with the management team.
• Act as a functional lead to mentor junior executives (if team is expanded), ensure work allocation, SLA adherence, and performance reviews.

KEY RESULT AREAS

WORK EXPERIENCES

5 years

of experience in payment support, account operations, or merchant servicing for payment gateway or fintech environments.