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...