Muhammad Shoaib Umar

Team Lead - Merchant Processing @WellnessLiving

London, GB

Plan, implement and maintain operational procedures, with the overall objective of creating aseamless and efficient merchant approval process- Implement and maintain work instructions and flow diagrams based on current and new operational procedures- Monitor team productivity and follow up with Merchant Processing Coordinators on any actionrequired based on results- Identify bottlenecks and areas for opportunity within the department, proposing suggested changes to the COO, CRO, Director and reporting manager- Communicate directly with all 3rd party processing vendors when an undocumented issue arises,ensuring that learnings are documented for future reference- Establish/maintain metrics pertaining to the various merchant processing milestones, creatingobjectives/incentives for the team- Monitor individual Merchant Processing Coordinators, assessing organizational skills, and ensuring responsibilities are being fulfilled constantly- Introduce and manage a method of evaluation for individual Merchant Processing Coordinators,catered to the details of their roles and responsibilities- Conduct performance evaluations on team members where corrective action is required- Oversee the training of new Merchant Processing Coordinators to ensure that all team membersreceive ample training and resources before taking on their responsibilities- Monitor agent productivity/efficacy and report weekly summaries/observations to the reportingmanager.

Foundation University (PK)

Master of Business Administration - MBA