Job Title: Senior Services Account Management Officer
Business Unit: Payment Services

Job Mission

Ensure client request processing, service quality, and business development while maintaining compliance with contractual SLAs. Act as a key client contact, driving service improvements and governance.

Key Responsibilities

Manage and strengthen key client relationships. Oversee SLA/KPI performance and reporting. Act as an escalation point for incidents. Lead and participate in governance committees. Drive service improvements and identify growth opportunities. Ensure compliance with industry best practices.

 

Required Competencies

Technical & Industry Knowledge

Java based Application Support Strong Production Support exposure Transaction processing, SLAs, and KPI monitoring. Negotiation and client management techniques. Electronic payment industry expertise. Oral and written communication in English, French and Arabic. Sales techniques and business writing.

 

Managerial & Behavioral Skills

Strong problem-solving and communication skills. Commitment to quality and client orientation. Initiative, flexibility, and interpersonal skills. Governance and reporting capabilities.

 

Profile Requirements

Payment & Cards Domain Expertise Education: Bac+5 or equivalent. Experience: 5 to 8 years in a related field.