As a Manager of Merchant Services, your role would involve leading the merchant services team within Tyler Technologies Payments Team. Key responsibilities include overseeing all aspects of merchant account management, developing and executing strategic plans to support the merchant services portfolio, managing relationships with key stakeholders such as merchants, payment processors, and financial institutions, ensuring compliance with industry regulations and standards, analyzing market trends to identify opportunities for business opportunities, and collaborating with other departments to integrate merchant services with overall business objectives. Additionally, you would be responsible for mentoring and developing team members, providing guidance and support to ensure the team meets its annual department and overarching company goals and objectives.
Responsibilities:
Team Management:
- Lead, train, and mentor a team of Payment Operations Specialists.
- Set performance goals and conduct regular performance reviews.
- Ensure team members are knowledgeable about products, services, and company policies.
Relationship Management:
- Serve as the primary point of contact for key merchant services relationships.
- Building and maintaining relationships with key stakeholders, including merchants, payment processors, financial institutions, and internal departments.
- Address and resolve any issues or concerns raised by all stakeholders in a timely and effective manner.
Service Improvement:
- Analyze service metrics and feedback to identify areas for improvement.
- Develop and implement strategies to enhance the merchant service experience.
- Work with other departments (e.g., Business Units, State Enterprises, Implementation Teams) to ensure seamless service delivery.
- Analyze market trends and identifying opportunities to provide efficiencies to the merchant services business, while also planning and executing a successful rollout of process updates, including documentation, education, and support/training to demo and other departments as needed.
Reporting and Analysis:
- Prepare and present reports on service performance, merchant feedback, and team activities.
- Monitor service trends and recommend adjustments based on data analysis.
- Develop and implement strategic plans to streamline and support the merchant services portfolio, aligning with the company's overall business objectives.
Compliance and Risk Management:
- Ensure all merchant services comply with company policies and industry regulations, standards and best practices. Specifically, manage payment technology solutions according to industry and corporate standards such as PCI/DSS and ITIL
- Address any compliance issues promptly and ensure corrective actions are implemented.
Project Management:
- Lead or participate in projects aimed at improving merchant services or implementing new systems and processes.
- Coordinate with cross-functional teams to achieve project goals.
- Ancillary
- Manage multiple high priority, deadline driven tasks. May oversee and be a point of escalation for staff who Collect and submit required information to establish merchant card services and payment processors, assist with configuration of payment checkout pages & processes, and testing of setup & configurations.
Qualifications:
Education:
- Bachelor’s degree in business administration, Finance, or a related field. Equivalent experience may be considered.
Experience:
- 5+ years of experience in a customer service or merchant services role, with at least 2 years in a managerial position.
- Experience in the payments or financial services industry is preferred.
Skills:
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to interpret data and make informed decisions.
- Proficiency in CRM and other service management tools.
- Ability to handle high-pressure situations and resolve conflicts effectively.
Work Environment:
- Full-time, hybrid position based in Indianapolis, IN or Overland Park, KS (Kansas City suburb)
- Some travel may be required for department meetings or conferences.
