Implementation and Support Lead- Gateway Acquiring

• Term: 12 months

• Job location: Dubai and Abu Dhabi (travel as per project needs)

• Role Title: Implementation and Support Lead Gateway Acquiring

• Experience: 10 years+ of relevant experience (Gateway Acquiring)

• Language: English (Arabic is a plus) 

Role Overview: Implementation and Support Lead Gateway Acquiring will be responsible for client-side requirements for new feature rollouts, mandates support, major initiatives, and extended support. The role involves direct client support, technical troubleshooting, strategic merchant onboarding, and acting as the customers' MPGS Subject Matter Expert (SME). The successful candidate will work closely with key stakeholders to ensure the successful execution of projects and improve customer satisfaction.

Role Requirements

• Act as the first point of contact for Gateway, coordinating with Mastercards internal teams and the Client to set up projects and follow up on related requirements.

• Provide on-the-ground support as required, log requests, and update the Client team on project execution status at timely intervals.

• Manage urgent production technical support and specific technical challenges faced by the Client.

• Conduct regular reviews with the Client on open projects and tickets.

• Conduct brief platform-specific technical training as needed.

• Assist the Client in filling various request forms related to the gateway (e.g., change requests).

• Manage the Clients MPGS technical team requirements to provide timely support for both implementations and production technical support.

• Support and maintain the full configuration cycle of non-corporate merchant organizations as per the Onboarding Guide provided with MPGS.

• Manage access rights and issue relevant access to different levels of non-corporate merchant organizations.

• Ensure ownership changes are reflected on the Merchant Manager Portal upon acquiring banks notification by activating or deactivating merchant codes.

• Support market or acquiring bank or corporate MSO with any application upgrade.

• Support and maintain any Gateway changes/Technical/Market support as part of troubleshooting.

• Provide support on and attend troubleshooting calls with the merchant.

• Provide periodic updates on required resolution post troubleshooting calls.

• Share incident reports provided by the BizOps team describing the cause and corrective measures taken for each incident.

• Any further MPGS related services agreed between the parties in writing which are part of and/or ancillary to the services provided under this Schedule.

KPIs / OKRs:

• Time to Resolution

• GDV & Number of Transactions

• Time to Implement on Target

• Compliance Level / Percentage

• Customer relationship (VoC/CSAT)

Knowledge and Experience

• Bachelor's degree in a related field (e.g., Computer Science, project management, engineering, technology)

• 10 years+ of experience in Acquiring.

• Strong understanding of payment gateways, acquiring systems, and related technologies. Ability to conduct technical deep dives and troubleshoot complex issues.

• Proven experience in managing complex projects within the banking or financial services industry, with a focus on acquiring and payments.

• Extensive experience in providing high-level client support, including technical troubleshooting and issue resolution.

• Ability to work collaboratively with cross-functional teams, including Product, CIS, and client teams, to ensure successful project execution.

• Excellent verbal and written communication skills, with the ability to convey complex technical information to non-technical stakeholders.

• Strong customer service orientation, with a track record of improving customer satisfaction and VoC/Customer Feedback Scores.

• Ability to analyze data and metrics to drive decision-making and improve project outcomes