VP, Merchant Performance Manager

Bank OZK•Little Rock, AR

12h

About The Position

Responsible for overseeing and enhancing the merchant services portfolio and performance. Engages data analysis, strategic planning, client experience, and coaching to ensure optimal performance and growth of the merchant portfolio.

Requirements

Comprehensive knowledge of the merchant services market, including customer needs, competitive landscape, and regulatory environment.
Ability to communicate effectively both verbally and in writing.
Ability to utilize discretion and sound judgment in decision making and maintain confidentiality.
Ability to build strong relationships and influence stakeholders at all levels.
Ability to demonstrate effective leadership and team building skills and the ability to inspire and motivate a team to achieve results.
Ability to demonstrate effective skills to drive growth and innovation.
Ability to work effectively with all levels of management and with internal and external stakeholders at varying levels.
Ability to work effectively and efficiently both as part of a team and independently, while demonstrating effective interpersonal skills.
Ability to demonstrate effective strategic, critical thinking, analytical, and problem-solving skills.
Ability to provide exceptional customer experiences while driving growth.
Ability to demonstrate a high degree of integrity and commitment to uphold the Bank's values, culture, and reputation.
Ability to prioritize and manage multiple projects and tasks simultaneously, working with both exacting deadlines and shifting demands, unforeseen events, and changing priorities.
Ability to demonstrate initiative and be proactive in accomplishing work tasks and objectives.
Ability to travel overnight, as needed.
Skill in using computer and Microsoft Office, including Word, PowerPoint and Excel.
Bachelor's degree in business, finance, or job-related field, or commensurate work experience, required.
5+ years of experience in merchant sales, operations, account management or similar role, required.

Responsibilities

Works directly with bank merchant partner to identify, develop, and implement strategies to improve merchant portfolio.
Generates performance reports to identify trends, opportunities, and areas of improvement for leadership.
Conducts training sessions and workshops both virtually and in person to enhance banker knowledge on best practices, tools, and resources available.
Builds and maintains strong relationships with line of business leadership including commercial, business banking, retail, treasury management, and trust and wealth.
Travels to specific markets to conduct training sessions, engages in business development activities, and improves market penetration and performance.
Serves as the main point of contact for merchants, building and maintaining strong relationships through regular support.
Addresses merchant inquires, concerns, and issues in a timely and professional manner.
Collaborates with the Director, Business Banking – Performance Management to align sales strategies with overall business objectives.
Develops and manages retention programs and initiatives that drive revenue growth and improve client satisfaction.
Provides support to sales and client relations teams, fostering a culture of high performance, collaboration, and continuous improvement.
Monitors and analyzes key performance metrics, identifying trends, opportunities, and areas for improvement.
Collaborates with other bank departments, such as marketing, risk management, deposit operations, community bank, and commercial bank, to ensure seamless customer experiences and efficient processes.
Ensures compliance with all relevant regulations and maintain a strong risk management culture within the client relations functions.
Performs other duties as assigned.