Jobs at Unified Payment Services Limited

Job Objectives

• To lead the end-to-end support function for the company’s e-commerce and digital platforms.
• This role ensures seamless operations, excellent merchant and customer experiences, and efficient resolution of issues across all e-commerce channels.
• The incumbent will develop and implement strategies to optimize platform performance, enhance customer satisfaction, and drive operational efficiency, while collaborating with cross-functional teams including Product, Technology, Risk, and Marketing.

Duities and Responsibilities

• Ensure timely and efficient resolution of customer and merchant queries, complaints, and disputes.
• Monitor daily platform operations, identify bottlenecks, and implement process improvements.
• Maintain oversight of order management, refunds, chargebacks, and escalations.
• Ensure adherence to service level agreements (SLAs) and key performance metrics.
• Track recurring issues, platform trends, and service gaps to inform business strategy.
• Ensure accurate documentation of complaints, resolution timelines, and escalation history.
• Work closely with Risk, Compliance, Product, and Marketing teams to resolve issues, launch new features, and ensure regulatory compliance.
• Develop and manage support frameworks for merchants, partners, and end-users.
• Serve as a point of escalation for complex merchant or customer issues.
• Design and implement onboarding, training, and support materials for merchants.
• Analyze customer and merchant feedback to improve platform usability and experience.
• Collaborate with Product and Technology teams to implement platform enhancements based on support insights.

Education

• University Degree/HND in Finance, Economics, Computer Science, Social Sciences, Engineering, Business Administration, Information Technology or related fields.
• Others: Strong knowledge of e-commerce platforms, payment gateways, digital wallets, and merchant operations.
• Experience: Minimum of 10 years post NYSC experience. Technology background with programming skills as an advantage.

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Job Objectives

• To oversee and manage the merchant onboarding process, ensuring all merchants meet Unified Payments’ risk management standards and regulatory requirements.
• This includes identifying potential risks, conducting due diligence, and ensuring merchants align with compliance, antimoney laundering (AML), and fraud prevention standards.

Duities and Responsibilities
Merchant Risk Assessment & Due Diligence:

• Conduct comprehensive risk assessments for new merchants to evaluate financial stability, operational risks, and compliance with regulatory requirements.
• Ensure that the merchant onboarding process is in line with AML and Know Your Customer (KYC) regulations.
• Perform background checks and due diligence investigations to assess potential merchant risks.
• Review merchant documentation and contracts to ensure they meet regulatory, legal, and company standards.

Compliance and Regulatory Management:

• Ensure that all merchants comply with internal policies, local regulations, and relevant industry standards.
• Work with regulatory authorities and internal stakeholders to ensure the merchant onboarding process adheres to compliance guidelines.
• Identify and escalate any compliance risks that may arise during the onboarding process, ensuring prompt resolution.
• Maintain an up-to-date knowledge of regulatory changes, AML laws, and other compliance requirements affecting merchant onboarding.

Risk Management & Mitigation:

• Develop and implement risk management protocols specific to merchant onboarding.
• Monitor merchant risk profiles throughout the onboarding process, ensuring appropriate mitigation strategies are implemented.
• Collaborate with the Enterprise Risk Management team to address any risks identified during merchant onboarding.
• Work closely with internal departments (e.g., legal, compliance, IT) to ensure a seamless onboarding process with adequate risk controls in place.

Ongoing Monitoring & Reporting:

• Conduct regular monitoring of onboarded merchants to ensure continuous adherence to compliance requirements and risk management practices.
• Prepare and present risk reports related to merchant onboarding for senior management and key stakeholders.
• Support the audit process by providing necessary documentation and reports for internal and external audits.

Stakeholder Engagement & Communication:

• Collaborate with cross-functional teams to ensure efficient merchant onboarding processes and risk management.
• Communicate with merchants regarding risk management requirements, ensuring a clear understanding of compliance expectations.
• Serve as a point of contact for merchant inquiries related to the onboarding process and risk management guidelines.

Requirements
Education:

• University degree in finance, risk management, business administration, or a related field.

Professional Memberships (Mandatory):

• Certified Risk and Compliance Management Professional (CRCMP) or equivalent is preferred.
• Certified Anti-Money Laundering Specialist (ACAMS) or equivalent certification is an added advantage.

General Experience:

• A minimum of 2 years of relevant experience in risk management, merchant onboarding, or compliance roles, preferably within financial institutions or the payments industry.
• Strong understanding of AML, KYC regulations, and fraud prevention practices.
• Experience in conducting due diligence and risk assessments during the merchant onboarding process.