Assistant Channel Support Manager – POS Merchant at Equity Bank Kenya

Job Purpose:  

An Assistant Channels Support Manager – POS Merchants role typically involves overseeing the delivery of support services to POS merchants’ stakeholders and channel partners. This role ensures seamless merchant experience by managing escalations, optimizing operational processes, and coordinating closely with internal teams to uphold service excellence, channel stability, optimization and efficiency. 

Key Responsibilities:

Channel Partner & Merchant Support 

• Act as a key point of contact for channel partners and stakeholders, ensuring their needs are met efficiently and professionally. 
• Lead the resolution of complex or escalated issues, collaborating with internal technical and product teams as needed. 
• Provide guidance, training, and support to channel partners and stakeholders on POS systems, updates, and enhancements. 
• Ensure consistent and high-quality service delivery across all touchpoints with channel partners and stakeholders. 

Channel Program Management 

• Support the execution and continuous improvement of channel programs, including merchant onboarding, promotional campaigns, and engagement initiatives. 
• Monitor and evaluate partner and merchant performance, providing actionable feedback and recommendations. 
• Coordinate with marketing and product teams on joint initiatives and information dissemination. 

Process Optimization 

• Identify inefficiencies and implement enhancements in the merchant support workflow to improve responsiveness and quality. 
• Contribute to the development and refinement of SOPs, documentation, and support frameworks. 

Cross-Functional Collaboration 

• Collaborate with internal departments such as Product, Operations, Compliance, and Technology to ensure merchant issues are resolved and product feedback is integrated into the roadmap. 
• Represent merchant interests in internal discussions and contribute to the development of support tools and resources. 

Monitoring & Reporting 

• Track performance metrics such as service levels, support ticket resolution times, and merchant satisfaction scores. 
• Generate and present regular performance and insight reports to the Channel Support Manager and senior stakeholders. 
• Highlight trends, risks, and opportunities for merchant growth, retention, or channel development. 

Qualifications

Qualifications, Experience:

• Education: Bachelor’s degree in business, Information Technology, or a related field is preferred. 

Experience: 

• 2+ years of experience in channel support, customer experience, or merchant services, preferably in the financial services or payments industry. 
• Proven experience working with POS systems, payment platforms, or e-commerce solutions. 
• Prior experience managing relationships with external partners or stakeholders is highly desirable.

Key Competencies & Skills: 

• Analytical Thinking: Ability to interpret data, identify trends, and propose strategic improvements. 
• Leadership: Strong team coordination and mentoring skills to guide junior support staff and collaborate across teams. 
• Technical Acumen: Sound understanding of payment technologies and merchant support systems. 
• Communication: Excellent interpersonal and communication skills to influence, negotiate, and resolve conflicts. 
• Customer Orientation: Strong focus on delivering exceptional merchant experiences. 
• Adaptability: Comfortable in a dynamic, fast-paced environment with changing priorities.