蚂蚁金服Ant International-Merchant Services Team Lead-Malaysia
任职要求
• Exceptional leadership and coaching skills - you know how to build a high performing team and drive results whilst having fun together • Proven client relationship/ account management/ customer service experience (ideally in Payments or FinTech industries) • Excellent orator and communicator - you are credible and magneti…
工作职责
As the KL Merchant Services Team Lead, you will be responsible for • achieving all KL Merchant Services KPIs (metrics include Satisfaction/Speed/Quality/Efficiency) • directly leading and delivering through the KL Team Leader from our outsourced service vendor • coaching and developing a team of agents to champion the needs of our global customers • collaborating cross-regionally/functionally to continuously optimise and evolve as a wider business • leading change projects and ongoing best practice initiatives • analyzing customer feedback, calls and complaints to identify process or training improvements. • leveraging AI and implementing strategies for maximizing first-contact resolution, reducing handle times and addressing root causes of issues
The Financial Institution Partnerships Director will play a critical role in developing and delivering Antom card scheme, 3rd party acquirers partnerships. This role involves executing end-to-end strategy, implementation and executive relationship management across card scheme and acquirers relationships in Saudi Arabia, including with global financial institution partners. This role will directly report to the Head of Financial Institution Partnership (APAC & MEA). What you’ll do: - Keen ability to understand the Ant International financial operating system products and services to ensure that the right partners are selected to support the delivery of our roadmap. - Manage the entire lifecycle of financial institution partnerships from strategy to signing through implementation. - Collaborate with cross-functional teams and leadership across the company, including Legal, Compliance, Product, Engineering, Strategy, Finance and Operations. - Effectively impact Antom customers by working with partners and internal product teams to deliver business requirement, new products and payment corridors. - Manage 3rd party cards & apms acquirer, financial Institution partner relationships and work with our partners to develop industry-leading solutions, solving problems for our customers. - Harness a strong executive network for building thought leadership in payments. - Represent Antom for any industry or marketing events.
Key Responsibilities 1.Business Analysis & Strategy: Monitor core KPIs (GMV, AOV, Order Frequency, etc.), identify growth bottlenecks, and provide actionable insights to local leadership. 2.Operational Optimization: Design and refine operational workflows for the marketplace (Supply/Demand balance) to improve delivery efficiency and user experience. 3.Data Management: Build data dashboards and use SQL to track campaign performance. 4.Project Management: Lead end-to-end operational projects. 5.Cross-Functional Collaboration: Act as the bridge between local sales teams, global product teams, and etc. 6.Merchant & Campaign Management:Develop strategies to improve merchant quality and design promotional activities that maximize platform efficiency.
What You'll Do Merchant Operations: Work closely with commercial teams to identify key operational opportunities and reduce defects, driving continuous improvement across the merchant base. End-to-End Project Management: Lead cross-functional projects from scoping to delivery, using structured project management methods to plan & execute key projects idenpendently toward clear business goals. Problem Solving: Identify root causes of risks and opportunities, develop multiple actionable solutions, and evaluate tradeoffs to recommend the best path forward. Process Optimization: Execute, optimize, and scale core analyses and processes — establishing standardized workflows that improve team efficiency and are regularly reviewed for performance. Product & Tool Development: Identify merchant needs and pain points; partner with product and Product teams to support the implementation from merchant/sales-side tools and capabilities that improve online operational efficiency. Cross-Functional Collaboration: Partner with commercial teams to understand pain points and identify system and process improvements with local & global team members.
- 对商户的数量，活跃与单产负责 - 签约规划：分析商户表现，识别并规划商户在不同维度下的增长方向，引导BD团队高效获取价值商户。 - 运营政策：通过运营政策调整，引导商户实现高质量的信息呈现，解决商户问题，促进商户活跃与单产提升，确保商户在平台健康运营。 - 商户营销：制定商家营销策略，撬动商家补贴资源投入，联动BD团队推动落地。 - 蜂窝竞争：建立作战地图，制定优质商户独家策略，商户活动对标，提升蜂窝市占。 - 目标与预算：规划预算分配，通过建议目标，建立与配合部门的联动，评估与复盘策略效率。 - 协同配合：与D侧协同供需平衡，优化配送体验。