Merchant Solutions Manager : National Sales & Service

Primary Purpose

Manage and control the overall Bidvest Bank, customer, vendor and partner sales & service function within the Acquiring / Merchant Services business unit. Ensure business is done in accordance with applicable legislation and internal policies and procedures.

Provide the targeted customer base with product and service solutions across all Acquiring Merchant products and channels, ensuring seamless client onboarding, ongoing service delivery, and strategic relationship development. Work closely with partners and vendors to create mutually beneficial arrangements to increase profitability. Manage a team of sales and service specialists, including admin support, to proactively deliver on set sales targets and client service SLAs. Ensure both the operational and customer experience aspects of the business are optimized. Control and maintain product and operational risks and maintain superior service standards across the unit.

Technical Competency Requirement

• Financial Acumen : Ability to evaluate the financial impact of both sales and service decisions on the organisation\'s income, profitability, and long-term sustainability. Applies financial insight to pricing, deal structuring, cost efficiency in service delivery, and overall client profitability.
• Business Development : Uses economic, financial, industry, and internal business data to identify new merchant sales opportunities, assess service enhancements, and build strategies that address clients’ pain points, unlock growth, and deepen client relationships.
• Sales Strategy Execution : Ability to implement, monitor, and optimise a structured sales strategy focused on new client acquisition, cross-selling, and retention — with seamless handovers to service teams and shared KPIs across the customer lifecycle.
• Client Engagement & Relationship Management : Proactively builds and maintains long-term, value-based relationships with clients by ensuring consistent, high-quality interactions across both sales and service touchpoints. Supports a collaborative, multi-touchpoint approach to customer lifecycle management.
• Trend Management & Data Analysis : Analyses internal and external data (e.g. sales trends, service incidents, market shifts) to identify patterns, risks, and opportunities. Uses these insights to adapt strategies that enhance both business development and service delivery.
• People & Team Management : Manages the performance, morale, and development of integrated sales and service teams. Allocates resources effectively, facilitates coaching on products and client handling, and drives collaboration to meet both revenue and service quality targets.
• Devise Sales & Service Solutions : Develops innovative, end-to-end solutions that consider both pre-sales engagement and post-sales support. Tailor\'s offerings to client needs while aligning with delivery capacity and service SLAs to ensure long-term satisfaction and retention.
• Service Level Management : Understands the strategic importance of adhering to SLAs and service standards. Implements systems to track, manage, and improve turnaround times, query resolution, and customer satisfaction, while maintaining a commercial lens on service delivery costs.
• Effective Communication : Communicates confidently and clearly across all levels of the organisation — including clients, frontline staff, executives, and external partners — ensuring alignment in expectations, feedback, and solutions delivery.

Required Minimum Education And Training

Degree and / or Diploma in a Business-related field

Required Minimum Work Experience

Key Performance Areas (KPA)

FINANCIAL MANAGEMENT

CUSTOMER CENTRICITY

OPERATIONAL EXCELLENCE

PEOPLE LEADERSHIP

GOVERNANCE and COMPLIANCE

STAKEHOLDER MANAGEMENT

REPORTING

LEARNING AND GROWTH

WORK CONDITIONS

OFFICE BOUND

This position is advertised in line with our commitment to Employment Equity.

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