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Job description / Role
Description
Job summary
We are currently seeking an enthusiastic Payments Operations Manager to join our External Merchants - Payments Operations team, which is part of the wider Business Operations organization of Amazon Payments Services [APS]. She or he will be responsible for resolving complex business issues that will have a significant impact on a sizable population of our merchants across eight markets.
The ideal candidate will have a background in e-commerce and online payments, finance, or banking. To be successful in this role, the candidate must have excellent analytic, communication, and presentation skills. Ability to work in a fast-paced, often ambiguous environment, with complete control and responsibility for meeting business objectives.
Key job responsibilities
· Participate in the onboarding of new merchants by ensuring that newly activated merchants can transact with Amazon Payment Services successfully and that their journey is efficient.
· Follow the standard operating procedures (SOPs) to activate production accounts and additional services.
· Real-time management of onboarding issues that impair the merchant's experience.
· Train merchants on the back office and transaction flow of APS; respond to merchant complaints and inquiries.
· Independently manage operational cases of all severity levels and responds to emergency calls/war rooms to resolve incidents.
· Provide 24x7 availability through on-call duties on rotations to assure up-and-running operations and business continuity.
· Develop subject matter expertise so that you may participate in all new payment gateway releases and features, as well as conduct UAT's and highlight any issues with the release.
· Assist the APS technical team with the launch of new features and services by testing the functionality, finding any issues (if any), and effectively communicating them internally and externally.
· Own your working relationships with your counterparts and manage escalations as needed to ensure that our merchant issues are resolved quickly.
· Configure monitoring methods to proactively detect and resolve questionable behaviors.
Requirements
A day in the life
Payments Operations Managers provides onboarding and post-go live operational support to the external merchants of APS on a daily basis. They also collaborate with a variety of internal teams and stakeholders to manage and execute critical cross-functional projects, delivering high-quality results that have a direct impact on the company's objectives.
About the team
Amazon Payment Services [APS], a subsidiary of Amazon founded in 2013, is a regional expert in payment processing technology and solutions across major markets in the GCC. Amazon Payment Services operates in the UAE, Saudi Arabia, Egypt, Lebanon, Jordan, Oman, Kuwait, and Qatar, with the goal of establishing a trustworthy payment solution while providing best payment experience. The External Merchants Payments Operations team is part of the larger Business Operations team, which is a critical pillar of the APS organization.
Basic Qualifications
· 3+ years of relevant experience in payments operations, customer service or finance operations
· Bachelor's degree in business or related field
· Strong verbal and written communication skills.
· Strong attention to detail and organizational skills.
· Sound handle of MS Office suite, particularly Excel
· Experience supporting cross-functional projects with demonstrated expertise leading without authority to achieve results.
Preferred Qualifications
· MBA in business
· Arabic speaking, reading and writing
· Experience in payments industry or banking
About the Company
Amazon.ae, formerly Souq.com, is an English-Arabic language e-commerce platform, owned by Amazon, Inc. It is the largest e-commerce platform in the Arab world. On March 28, 2017, Amazon.com Inc. confirmed it would be acquiring Souq.com for $580 million. On May 1, 2019, Souq.com became known as Amazon.ae.