Establishing the merchant servicing frame work and building the merchant servicing team to ensure timely availability of servicing channels.
Working with product teams and periodically visiting the merchant touch points and onboarding channels to ensure optimum merchant experience
Responsible for analyzing non-performing indicators and managing feedback from all touchpoints and taking corrective action
Developing the merchant journeys and processes to ensure a smooth and efficient process for the overall merchant experience
Work with cross functional teams and analyzing on data to Identify key opportunities for improving the merchant and customer experience when using the product
Working closely with the product owners UI/UX teams to simplify or smoothen the digital customer and merchant experience journey by constantly improving the process and introducing world class tools to digitize and provide superior service.
Developing a governance framework with SOPs and SLAs for managing the merchant care for the digital and non-digital merchant while managing to enforce them with key stakeholders in the value chain.