Merchant Services Team Lead (NETS M)
Date: 25 Aug 2025
Location: JKG Tower, MY
Company: Network For Electronic Transfers (S)
• Team Management
• Understand all the processes for the team & allocate assigned tasks to the team accordingly
• Conduct regular team meeting and coaching session, to provide necessary assistant if required
• Ensure all the requests from internal stakeholders & external merchants are handled promptly
• Track the work in progress status for tasks assigned to the team
• Generate performance report and provide regular updates to Singapore team
• Review & counsel the team on any service lapse in order to improve the quality of service to merchant
• Manage escalations that cannot be resolved by team
• Gather constant feedbacks from the staff & work on improvement plan
• Merchant Engagement
• Perform first level of KYC for all incoming sales leads, and assign to respective Sales teams
• Coordinate with internal & external stakeholders for any assigned tasks to ensure smooth execution
• Engagement with merchants over calls and emails regarding applications of products & services provided
• Merchant Engagement to request for additional information / documents
• Collaborate with other departments to resolve problems, facilitate solutions and enhance service delivery
• Report updates to internal & external stakeholders
• Contribute towards improvement efforts and initiatives
• Continuously learning and improving product and job knowledge
• Comfortable with cross-selling of Value-added services and products
Key Function
Work closely and report to Singapore team. Lead and manage the team to achieve and exceed personal & team KPI thru effective team management.
Results to be achieved
• Supervise the team, ensure staff retention & team staffing goals
• Meet & exceed team KPI
• Ensure merchants are satisfied with the services provided
• Work with Singapore team to refine process & to improve service level agreement
• Ensure all requests / issues from merchants and external partners are attended by the team and resolved within the stipulated service agreement timeline
• Team Management
• Understand all the processes for the team & allocate assigned tasks to the team accordingly
• Conduct regular team meeting and coaching session, to provide necessary assistant if required
• Ensure all the requests from internal stakeholders & external merchants are handled promptly
• Track the work in progress status for tasks assigned to the team
• Generate performance report and provide regular updates to Singapore team
• Review & counsel the team on any service lapse in order to improve the quality of service to merchant
• Manage escalations that cannot be resolved by team
• Gather constant feedbacks from the staff & work on improvement plan
• Merchant Engagement
• Perform first level of KYC for all incoming sales leads, and assign to respective Sales teams
• Coordinate with internal & external stakeholders for any assigned tasks to ensure smooth execution
• Engagement with merchants over calls and emails regarding applications of products & services provided
• Merchant Engagement to request for additional information / documents
• Collaborate with other departments to resolve problems, facilitate solutions and enhance service delivery
• Report updates to internal & external stakeholders
• Contribute towards improvement efforts and initiatives
• Continuously learning and improving product and job knowledge
• Comfortable with cross-selling of Value-added services and products