Merchant Services, Team Lead - UK &EEA

WorldFirst; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading international payments provider in the UK is seeking an experienced individual to lead their Merchant Services team. The role involves achieving KPIs, coaching customer service managers, and collaborating across regions. Ideal candidates will have a strong background in payments, exceptional leadership skills, and a positive outlook. This position offers a dynamic environment focused on customer satisfaction and team success.

Qualifications

• Proven experience in Payments or FinTech industries.
• Ability to build a high-performing team.
• Positive outlook and solution-oriented mindset.

Responsibilities

• Achieve all Merchant Services UK & EEA KPIs.
• Coach and develop a team of Customer Service Managers.
• Lead change projects and best practice initiatives.

Skills

Exceptional leadership and coaching skills

Client relationship/account management experience

Excellent communication skills

Strong analytical skills

Collaborative team-oriented ethic

Job description

About Us

Ant International powers the future of global commerce with digital innovation for everyone and every business to thrive. In close collaboration with partners, we support merchants of all sizes worldwide to realize their growth aspirations through a comprehensive range of tech-driven digital payment and financial services solutions.

Ant International strives to become the most trusted digital services connector to achieve sustainable growth of global commerce.

This role will be focused on our WorldFirst business line, an international payments business helping move money around the world - we became part of Ant International in 2019, accelerating our mission to create the world’s best platform for international trade by combining WorldFirst’s products with Ant’s solutions aimed at enabling the digitalization of the modern services industry globally.

The role

WorldFirst Merchant Services is an international team supporting UK and EEA business customers, our teams are currently located across London, Amsterdam, Turkey, Egypt and Kuala Lumpur. This means we’re all about celebrating differences and standardising best practices whilst sharing our valuable insights with each other.

We’re super communicators and collaborate closely with expert Commercial, Tech, QA & Product teams to delight our customers.

What you will be doing

• Achieving all Merchant Services UK & EEA KPIs (metrics include Satisfaction/Speed/Quality/Efficiency).
• Coaching and developing a team of CSMs to champion the needs of our UK & EEA customers.
• Directly leading and delivering through the Team Leaders from our outsourced service vendors.
• Collaborating cross-regionally/functionally to continuously optimise and evolve as a wider business.
• Leading change projects and ongoing best practice initiatives.

What we are looking for someone who has

• 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 magnetic.
• Strong analytical skills - you know how to represent the details of a problem to constructively work through solutions together.
• Positive outlook - you see the opportunity in every challenge and choose the 'half full' option.
• High collaboration & team orientated ethic - we need each other to deliver after all!