E-Payments Strategic Partnerships & Merchant Services Manager

First Global Bank is a Jamaican-based commercial bank and a wholly-owned subsidiary of GraceKennedy Limited. Operating since 2002, FGB has a reputation of redefining the banking experience through its commitment to technology and a high standard of service delivery. The bank was first to deliver several digital channels including the Caribbean’s First Video Teller Machine and expanded service delivery through agent banking services. FGB also offers one of the best rated online banking platforms (Global Access). First Global Bank currently operates eight (8) main branches and fourteen (14) banking agents across Jamaica.  

First Global Bank invites applications for the following position: 

E-Payments Strategic Partnerships & Merchant Services Manager

Purpose of position                                                                                                     

The role is responsible for delivering the technical and partner infrastructure required to operate and scale the Bank’s E-Payments business, including card issuing, merchant acquiring and digital payment solutions.

The incumbent leads strategic partner integrations, manages technical service performance, ensures operational adherence to network standards and oversees merchant acquiring operations to support revenue growth and product stability. 

Principal Responsibilities

Strategic Partnerships & Vendor Coordination

• Develop business cases for new strategic partnerships, including financial modeling, risk assessment and ROI projections.
• Lead end-to-end partner selection including RFP processes where required.
• Negotiate commercial, technical and service terms in collaboration with Legal and Compliance.
• Establish governance structures, reporting cadence and performance review frameworks for key partners.

Partner Integrations & Technical Delivery

• Develop integration timelines and track progress to ensure timely product delivery.
• Continuously assess emerging payment technologies, scheme mandates, and competitive acquiring capabilities, and submit strategic recommendations to Executive Management at least annually or as required by market developments.
• Coordinate integration activities between vendors, IT, Operations, and internal stakeholders.
• Maintain documentation of integration processes and support procedures.

Manage Partner Relationships & SLAs

• Monitor partner operational performance against contractual SLAs and commercial obligations.
• Identify operational risks and coordinate remediation with relevant stakeholders.
• Collaborate with Compliance in facilitating periodic partner compliance reviews.

Network Compliance Management

• Ensure all E-Payment products and partner integrations are implemented in alignment with Visa, MasterCard and applicable scheme rules.
• Coordinate operational execution of PCI-DSS and scheme compliance requirements in collaboration with Compliance and Risk functions.
• Coordinate staff awareness and operational training relating to scheme requirements.
• Implement controls and procedures to support ongoing network compliance.
• Escalate regulatory or compliance breaches to the Compliance Department.
• Support audits and regulatory reviews as required.

Manage Product Technical SLAs

• Define product-level availability targets (e.g., system uptime, transaction success rates, settlement timelines).
• Establish incident severity classifications and escalation protocols.
• Lead post-incident root cause reviews with vendors and IT.
• Ensure remediation actions are documented and tracked to closure.
• Supervise and provide technical guidance to E-Payments Sales and Support Analyst

Manage Merchant Onboarding & Support

• Ensure Merchant Services team executes onboarding, documentation, and terminal deployment in accordance with established procedures.
• Monitor acquiring portfolio health metrics, including approval ratios, chargebacks, fraud levels, and terminal utilization.

Procure E-Payments Products/Services

• Own capital and operating budgets for E-Payments Merchant infrastructure, schemes, and partner services.
• Monitor actual spend vs budget and report variances to Executive Management.
• Approve vendor invoices and validate billing accuracy against contractual terms.
• Optimize cost structures through periodic commercial renegotiation.

Lead Merchant Services & Acquiring Operations

• Provide leadership and strategic direction to the Merchant Services team.
• Drive merchant acquisition, onboarding and retention strategies in alignment with the E-Payments business plan.
• Ensure merchant portfolio profitability and revenue growth.
• Oversee merchant onboarding processes, ensuring operational readiness and compliance with internal policies and network standards.
• Monitor merchant transaction performance, terminal uptime, and service quality metrics.
• Develop and implement service standards and escalation procedures for merchant support.
• Ensure proper segregation of duties between operational execution and compliance oversight in merchant management.
• Provide coaching, performance management, and development planning for Merchant Services team members.
• Monitor and enhance the overall merchant customer experience, including onboarding satisfaction, service responsiveness, issue resolution timelines, and feedback management to improve retention and service quality.

Required Qualification, Experience and Key Competencies:  The successful candidate should have:

• Bachelor's degree in Management Information Systems, Computer Science or related discipline, with at least 6 years’ experience in a technical role implementing and supporting E-Payment products.
• Minimum 10 years’ experience in payments, including card issuing and merchant acquiring.
• At least 7 years managing third-party technology vendors and payment integrations.
• Demonstrated experience leading technical payment implementations and scheme compliance initiatives.
• Ability to articulate and sell a strategic vision and build and implement strategic roadmaps
• Direct ownership of expense lines and managing costs effectively
• Excellent knowledge of Visa and MasterCard network partnerships including applicable laws, rules and regulations
• Passionate about solving customer needs and creating product acquisition and servicing experience that raise the bar
• Strong organizational skills and ability to influence and work closely with other departments in reaching product goals
• Results oriented and demonstrated ability to independently set and commit to key milestones.
• Strong oral and written communication skills with an eye for detail
• Good organizational discipline

Qualified applicants are invited to submit applications no later than 27/03/2026 via the Careers section of SuccessFactors.

First Global Bank Limited upholds the principles of fairness and equity in the treatment of all our employees and stakeholders. The Company is committed to equity in all its employment practices and policies and seeks to recruit, develop and retain its employees on the basis of merit, ability and performance. As such, we are committed to ensuring equal opportunity in employment, and will not discriminate on the grounds of race, national origin, religion, gender, or otherwise.