Implementation and Support Lead – Gateway Acquiring

About us:

NeoStats Analyticsis a new age Data &Analytics consulting firm offeringcontemporary solutions and infinite possibilities. Our mission is to create a lasting competitive advantage for our clients by transforming them to world-class, data driven organizations. Established in 2022 to provide End to End Data, Analytics & AI Services, we are headquartered out of UAE, with bases in India & UK. Comprising of industry veterans, we enable Data and Analytics transformations powered by our expertise in Data Engineering, Analytics and Generative AI, true partnership and “Data to Value” approach.

• For details refer to: https://theneostats.com/

JOB TITLE Implementation and Support Lead – Gateway Acquiring

TERM- 12 months

LOCATION- Karachi, Pakistan

RELEVANT EXPERIENCE-10 years+ of relevant experience (Gateway Acquiring)

MANDATORY REQUIREMENTS

• Strong understanding of payment

gateways, acquiring systems, and related

technologies

• English and Urdu are a mandatory

Core Responsibilities and Accountabilities

• Act as the first point of contact for Gateway, coordinating with Mastercard’s internal teams and the Client to set up projects and follow up on related requirements.
• Provide on-the-ground support as required, log requests, and update the Client team on project execution status at timely intervals.
• Manage urgent production technical support and specific technical challenges faced by the Client.
• Conduct regular reviews with the Client on open projects and tickets.
• Conduct brief platform-specific technical training as needed.
• Assist the Client in filling various request forms related to the gateway (e.g., change requests).
• Manage the Client’s MPGS technical team requirements to provide timely support for both implementations and production technical support.
• Support and maintain the full configuration cycle of non-corporate merchant organizations as per the
• Onboarding Guide provided with MPGS.
• Manage access rights and issue relevant access to different levels of non-corporate merchant organizations.
• Ensure ownership changes are reflected on the Merchant Manager Portal upon acquiring bank’s notification by activating or deactivating merchant codes.
• Support market or acquiring bank or corporate MSO with any application upgrade.
• Support and maintain any Gateway changes/Technical/Market support as part of troubleshooting.
• Provide support on and attend troubleshooting calls with the merchant.
• Provide periodic updates on required resolution post troubleshooting calls.
• Share incident reports provided by the BizOps team describing the cause and corrective measures taken for each incident.
• Any further MPGS related services agreed between the parties in writing which are part of and/or ancillary to the services provided under this Schedule

KPIs

• Time to Resolution
• GDV & Number of Transactions
• Time to Implement on Target
• Compliance Level / Percentage
• Customer relationship (VoC/CSAT)

Knowledge and Experience

• Bachelor's degree in a related field (e.g., Computer Science, project management, engineering, technology)
• 10 years+ of experience in Acquiring.
• Strong understanding of payment gateways, acquiring systems, and related technologies ability to conduct technical deep dives and troubleshoot complex issues.
• Proven experience in managing complex projects within the banking or financial services industry, with a focus on acquiring and payments.
• Extensive experience in providing high-level client support, including technical troubleshooting and issue resolution.
• Ability to work collaboratively with cross-functional teams, including Product, CIS, and client teams, to ensure successful project execution.
• Excellent verbal and written communication skills, with the ability to convey complex technical information to non-technical stakeholders.
• Strong customer service orientation, with a track record of improving customer satisfaction and VoC/Customer Feedback Scores.
• Ability to analyze data and metrics to drive decision-making and improve project outcome