Job Description
About the role
This role is responsible for establishing and leading the Merchant Support function across Australia and New Zealand, overseeing a team of 10 Specialists across onshore and offshore locations. You will lead a 7‑day blended support model, delivering high‑quality, compliant and efficient merchant servicing for retail partners and Latitude Account Managers. The role drives performance, risk oversight, development and continuous improvement.
Responsibilities:
- Build and deliver plans to achieve AU/NZ process and service parity, including cross‑skilling for Merchant Servicing.
- Lead onshore/offshore Merchant Support Consultants to deliver consistent support across a 7‑day model.
- Drive performance across phone, chat and email channels to meet SLAs, productivity and quality targets.
- Act as escalation point for complex merchant, Account Manager, B2B Field Team and Program Leader enquiries.
- Oversee resolu...
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