Merchant Relations Officer (Business/Operations/Compliance/Payment Support)

This role is responsible for merchant servicing, payment operations, project coordination and documentation to ensure the seamless execution of daily business activities.

Key Responsibilities Merchant Servicing

Oversee end-to-end merchant onboarding processes, including account evaluation, KYC documentation, agreement execution, regular meetings, and technical system integration. Provide ongoing account servicing post-boarding, addressing merchant inquiries and resolving ad hoc and recurring operational issues. Conduct periodic account reviews to ensure compliance, operational efficiency and sustained business performance.

Payment Operations

Execute cross-border payment transactions, ensuring timely and accurate processing. Investigate and resolve payment-related issues while minimising disruptions to operations.

Project Management

Identify operational gaps and contribute to the development of improved workflows and processes. Collaborate with project management team and cross-functional departments to support and deliver operational and system-related initiatives.

Documentation

Prepare and maintain accurate records and reports related to merchant activities and operations. Draft, update, and manage Standard Operating Procedures (SOPs) for all relevant operational processes.

General Responsibilities

Keep abreast of industry trends, regulatory changes, and emerging payment technologies. Undertake other administrative and operational duties as required to support business functions.

Requirements

Strong ability to multitask and prioritise effectively in fast-paced, deadline-driven environment. Proactive and self-motivated, with a demonstrated ability to take initiative and resolve issues independently. High level of attention to detail and a strong commitment to accuracy and quality. Flexible and adaptable to changing priorities and new challenges. Service-oriented mindset with excellent interpersonal and customer-facing skills. Able to work independently while also collaborating effectively across cross-functional teams. Excellent communication skills, both written and verbal, with strong analytical and problem-solving capabilities. Proficient in Microsoft Office software, such as Excel, Words, PowerPoint and Outlook. Familiarity with payment platforms, APIs, or system integration is an advantage.