Sales & Merchant Support Team Lead

NETS Malaysia was established in 1997 to provide financial market infrastructure solutions to local and overseas financial institutions and corporate clients. This includes building payments, clearing and settlement systems as well as delivering financial service innovations in Malaysia. With a unique synergy of software development, operational and project management expertise, NETS Malaysia aims to provide leading-edge, multi-currency, domestic and cross-border funds transfer and processing capabilities to banks and businesses. In addition, NETS Malaysia also provides software development and shared back-office services to the entities under NETS.

Team and Position Summary

The Sales & Merchant Support Team Lead works closely with and reports to the Sales & Merchant Support Team in Singapore. The incumbent will lead and manage the team in Malaysia to achieve his/her personal and team KPI through effective management with the goal of ensuring merchant satisfaction.

The Sales & Merchant Support Team Lead will also refine processes and improve the service level agreement by ensuring all requests are attended and resolved within the stipulated timeline.

Key Responsibilities

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 to improve the quality of service to merchant
•    Manage escalations that cannot be resolved by team
•    Gather constant feedback 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 

Requirements:

Education and Experience

•    Degree in Business Management / Marketing Management or related discipline
•    More than 3 years of customer/merchant fronting and team management experience

Skills and Knowledge

•    Strong in business acumen, customer focus and problem-solving skills
•    Independent working attitude, meticulous, diligent, well-organized with good time management skills
•    Good presentation, follow up, interpersonal, communication skills
•    Detail-oriented, able to multi-task & meticulous 
•    Ability to work under pressure and adhere to meeting timelines
•    Comfortable with fast-paced environment and frequent dynamic request from management
•    A team player with strong work ethics and principles
•    Excellent communication skills, both written and verbal in English & Mandarin
•    Exceptional organizational skills and attention to details

Network For Electronic Transfers (Malaysia) Sdn.Bhd. (a subsidiary of Network for Electronic Transfers (Singapore) Pte Ltd)