Partner Support Supervisor

Maverick Payments • Calabasas, CA

1d • Onsite

About The Position

The Partner Support Supervisor (“PSS”) is responsible for overseeing and supervising the Partner Support Department. Reporting to the VP, Business Development, the Partner Support Supervisor is responsible for overseeing Partner Support including all employees, activities, policies, procedures, and processes. The PSS will also be responsible for maintaining close relationships with existing partners.

Requirements

• High School Diploma or equivalent.
• 5-7 years payment processing industry experience.
• 2-4 years in a leadership role specific to merchant services
• Extensive experience working in TSYS/PPM/CBOS.
• Proficiency with Microsoft products including Microsoft Excel
• Extensive TSYS/PPM/CBOS knowledge.
• Ability to review multiple pieces of information/data thoroughly analytically in a logical, systemic, sequential manner, in order to identify errors and/or confirm accuracy of such information/data.
• Ability to listen to others and communicate in an effective manner and communicate ideas, thoughts, and facts in writing.
• Ability to prevent, manage, and/or resolve conflict. Ability to make decisions and solve problems involving varied levels of complexity, ambiguity, and risk.
• Possesses degree of trustworthiness and ethical behavior of an individual with consideration for the knowledge one has of the impact and consequences when making a decision or taking action, and demonstrating responsibility, reliability, and trustworthiness.
• Ability to define and prioritize tasks and milestones to achieve objectives, while ensuring the optimal use of resources to meet those objectives.
• Ability to effectively manage and guide team effort including but not limited to providing the appropriate level of feedback concerning team progress, goals, and expectations.
• Ability to understand Maverick’s overall objectives, and to analyze experiences, information, processes and/or systems, in order identify areas where enhancements to existing process may be made to support, promote, and ensure alignment with the organization's overall objectives.
• Able to focus personal efforts on achieving results consistent with the organization's objectives.

Responsibilities

• Planning and supervising the work of Department employees, working closely with Parter Support Manager, using independent judgment within Company parameters.
• Handling escalations from partners and working directly with external and internal personnel to resolve any issues which may arise within the relationship.
• Directing and supervising the identification, evaluation, and pursuit of new and existing business opportunities.
• Coordination and creation of training for all employees within perspective department and providing feedback on team performance for annual review.
• Advising on policy and procedure enhancements to enhance business development throughout the Company.
• Overseeing maintenance of close relationships with partners of Company.
• Managing updates or changes to existing relationships, promoting satisfaction with Company’s services.
• Acting as an escalation point to resolve unique or complex business development issues that do not have standardized solutions.
• Recommending and implementing processes and/or strategies for quality assurance based on business forecasting and support needs.
• Exercising independent judgment, discretion and decision making related to department escalations and responsibilities.
• Overseeing and directing internal systems ticket management, as well as establishing SLA’s.
• Overseeing and supervising the Partner Support call center queue to maintain SLA’s.
• Retention efforts, including but not limited to creating and implementing policy.
• Supporting specialized projects on an as-needed basis as directed by Executive team
• Other duties as assigned.

Benefits

• Competitive Salary, Bonuses and Incentives.
• Comprehensive employer sponsored health, vision, and dental insurance programs.
• Paid time off, Paid Sick and Paid Holidays.
• 401K plan with up to a 3% matching contribution.
• Commitment to Career Development and Advancement.
• Employee Recognition Programs
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversies, Snacks, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED