Assistant Manager Merchant Operations

Employment; Doha; On-site; QAR 180,000 - 240,000; Full time

Job summary

QNB Group is seeking an Assistant Manager, Merchant Operations in Doha to oversee merchant activities, ensure compliance with payment processing standards, and coordinate with internal/external partners. The role requires strong knowledge of settlement processes and experience in a large international bank.

You will interact with merchants, clients and internal teams to maintain data integrity, resolve POS issues, and support international branches while adhering to SLAs.

Qualifications

• Bachelor degree and 4+ years of relevant experience in banking.
• Experience with merchant operations is preferred.
• Familiarity with Visa/Mastercard settlement rules and regulatory requirements.

Responsibilities

• Oversee merchant operations for contracted entities ensuring compliance with controls.
• Liaise with clients, vendors and internal departments to support merchants.
• Manage file processing for POS, MICROS, and card services daily.
• Monitor SLAs, improve turnaround times, and coordinate with third-party processors.
• Respond to merchant queries and resolve reversals, debits and disputes.
• Support international branches and ensure accurate reporting to auditors.

Education

Bachelor's degree in a related field

Tools

Base24

Prime

Oracle

MIGS

Cyber Source

MICROS

Terminal Management System

Job description

About QNB

Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.

QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.

QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.

Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.

QNB Group has an active community support program and sponsors various social, educational and sporting events.

Job Purpose Summary

The Assistant Manager, Merchant Operations is responsible for performing merchant operations activities for entities that have signed contracts with QNB. The role ensures all merchant operations are processed in compliance with established controls, procedures, regulatory requirements, and payment processing standards.

Essential Duties & Responsibilities By Dimensions

Shareholder & Financial: Assist in the monitoring and achievement of Key Performance Indicators (KPIs) on periodic basis. Implements KPI’s and best practices for Assistant Manager, Merchant Operations. Act within the limits of the powers delegated to the incumbent. Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank. Customer (Internal & External): Liaise with client personnel, vendors and consultants during the process of establishing Merchants operations and during Merchants operations. Build and maintain strong and effective relationships with all the other related departments to achieve the Group’s goals/objectives. Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required. Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time. Internal (Processes, Products, Regulatory): Responsible for performing Merchants activities in accordance with set payment processing methods and other procedures. Ensure settlement compliance to local and international rules and regulations provided by regulatory bodies and Visa/Mastercard requirements. Ensure that all processing exceptions are identified and inform the Supervisor Merchants for further action. Maintain the relationship with third party processors in accordance with set communication protocols. Liaise with QNB Merchants clients/merchants to respond to their queries and requests and document their service requirements to customize QNB Merchants solutions. Ecommerce merchants file payment processing and assure on daily basis that all files are loaded to the acquiring relevant system. P. O. S transactions file processing into merchant relevant systems, on daily basis verifying all transactions recorded into the bank host. Preparing/Reformatting MICROS and AMEX cards files by using merchant dedicated bank system and assuring daily processing. Creating merchant electronic statement certificates and forwarding them to secure merchant email IDs. Daily involvement in various bank merchant systems (Base24, Prime, Oracle, MIGS, Cyber Source, MICROS, Terminal Management System and Oracle) configuration activities as assigned by the Unit Head. Investigating and resolving merchant reversals, debit, refund and disputed bank account entries. Handling merchants’ phone calls and visits by answering their questions regarding POS machine issues or escalating them to concerned parties for support. Support International Branches and subsidiaries.

Education/Experience Requirements

Bachelor degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study) At least 4 years of relevant experience, preferably within a highly rated international bank

Note:

you will be required to attach the following: Resume/CVQID (Front & Back) Passport Education Certificate Birth Certificate