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.