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 resolution of operational/technical issues including portal access, sales processing, reversals, promotions, settlements and credit balance enquiries.
• Present performance insights and action plans to stakeholders including Partnerships.
• Drive continuous improvement to strengthen merchant experience and operational efficiency partnering with internal stakeholders including Process & Capability, Quality, Partnerships and Program Teams.
• Oversee workforce p...