Acquiring Operations Support

Job Title: Acquiring Operations Support

Term: 12 months

Location: Riyadh, KSA

Division: Banking & Technology

Relevant Experience: 7-10 years

Mandatory Requirements: Proven expertise in merchant onboarding, chargebacks and dispute management, reconciliation, and regulatory complaint handling (SAMA/Saudi Payments) within a bank or payments environment.

Purpose of Job

The Merchant Acquiring Operations Support role is responsible for providing end-to-end operational support to merchants across the acquiring lifecycle. The role ensures timely handling of merchant service requests, disputes, chargebacks, refunds, and regulatory complaints while maintaining compliance with local regulatory bodies such as SAMA and Saudi Payments. The position plays a critical role in delivering high service quality, supporting merchant onboarding and reconciliation, and coordinating with internal teams and external vendors to ensure smooth merchant operations.

Core Responsibilities and Accountabilities

• Ensure merchant queries, complaints, claims, chargebacks, refunds, and service requests are acknowledged, processed, and resolved within agreed Turnaround Times (TATs).
• Handle new merchant onboarding requests, ensuring all operational requirements and documentation are completed accurately and in a timely manner.
• Manage and ensure prompt response and closure of all SAMA and Saudi Payments related complaints in line with regulatory guidelines.
• Assist merchants with payment reconciliation, settlement issues, and transaction discrepancies.
• Coordinate with Card Operations to process merchant payment disputes, claims, and chargebacks within stipulated scheme timelines.
• Manage and respond to pre‑arbitration, pre‑compliance, arbitration, and good faith cases efficiently, ensuring accurate documentation and timely submissions.
• Monitor Point‑of‑Sale (POS) device stock levels and elevate shortages or concerns to the line manager.
• Collaborate with digital merchant acquiring vendors to effectively address and resolve merchant service requests.
• Monitor merchant service utilization and proactively identify issues, trends, or corrective actions required to improve service performance.
• Report system or technical issues to IT and/or Operations teams and follow through until resolution.
• Support assigned projects, operational initiatives, and ad‑hoc tasks related to merchant acquiring operations.

Education and Certifications

• Bachelor's degree in business administration, Finance, Accounting, Banking, Information Systems, or related discipline.
• Relevant training or certification related to payments operations, merchant acquiring, or regulatory compliance is an advantage.

Experience

• Minimum 7 - 10 years of experience in merchant acquiring operations, payments operations, card operations, or merchant support within a bank, fintech, or payments service provider.
• Strong hands‑on experience managing merchant onboarding, service requests, chargebacks, disputes, refunds, and reconciliations.
• Proven experience handling end‑to‑end dispute lifecycle, including pre‑arbitration, pre‑compliance, arbitration, and good faith cases, in line with card scheme rules.
• Experience coordinating with Card Operations, IT, Operations, Compliance, and external acquiring or digital payment vendors.
• Exposure to monitoring merchant performance, service utilization, and operational SLAs, with the ability to drive corrective actions.
• Experience supporting operational projects, process improvements, or regulatory initiatives related to merchant acquiring.

Skills and Competencies

• Strong knowledge of merchant acquiring processes, card payment flows, settlement, reconciliation, and dispute management.
• In‑depth understanding of card scheme rules, dispute timelines, and regulatory compliance requirements.
• Excellent analytical and problem‑solving skills with strong attention to detail and accuracy.
• Ability to manage high volumes of service requests while meeting strict SLAs and TATs.
• Strong stakeholder management and communication skills, with the ability to interact confidently with merchants, regulators, and internal teams.
• High level of ownership, accountability, and ability to work independently with minimal supervision.
• Proficiency in MS Office tools (Excel, PowerPoint, Word) and operational tracking or case management systems.
• Ability to prioritize tasks effectively in a fast‑paced, regulatory‑driven environment.