Merchant Services Program Manager (#MABZ77)
$69,363.00 Yearly Min / $86,704.00 Yearly Mid / $104,045.00 Yearly Max

The class incumbent is responsible for overseeing, monitoring, and managing the statewide Merchant Services Program for the Office of the State Treasurer.  The incumbent’s work encompasses electronic payment platforms, project management, and financial systems analysis.  The incumbent will serve as a key leader in the State in building secure and efficient payment channels in the era of digital government.

The class incumbent reports to the Director of Debt and Cash Management.  The incumbent serves as the Office of the State Treasurer’s technical and operational manager for the statewide Merchant Services Program which includes Automated Clearing House (ACH), credit, debit, electronic processing and payment gateway infrastructure, payment security including ACH and payment card industry (PCI) compliance, policy and procedure development, and contract administration.  In addition, the position oversees, monitors, and manages the statewide Merchant Services daily operations which includes an estimated two hundred merchants processing in excess of several hundred billion dollars in transactions annually.  The incumbent serves as the liaison between the State’s Merchant Services providers and all State agencies utilizing the Merchant Services contracts with a billion dollar portfolio in transactional volume and $1.5 million in annual spending.  The position is responsible for ensuring the predetermined requirements of the contracts and the prescribed obligations are met between the vendors and the State.  Principal contacts are with other state agencies such as Department of Technology and Information (DTI), Department of Finance, Department of State, Department of Natural Resources and Environmental Control, Department of Education, the Judiciary, other personnel within the Office of the State Treasurer, vendors/contractors, board members, and subordinate staff.

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class.  Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

• In conjunction with the Director, oversees the strategic planning, development, and implementation of existing and new programs.
     
• Develops and manages plans for new projects including identification of activities, methodological approaches, and evaluation procedures.
   
• Provides advisory banking, financial and system development services to ensure efficient and effective control of the State’s Merchant Services Program while maintaining full programmatic accountability for this area of expertise.
   
• Serves as the departmental expert in administering the operation and governance of the Merchant Services Program.
   
• Delivers payment security (PCI) compliance project management and planning in combination with DTI, external consultants, and other Office of the State Treasurer staff to complete internal and external scans, remediation, self-assessment questionnaires (SAQ), provide training to state agencies, and monitor contractual performance for payment security vendors.
   
• Manages and participates in the development of documentation to include project requirements analysis, information needs analysis, alternate design approaches, cost/benefit analysis, cost and time estimates, programming and testing projects of strategic importance.
   
• Develops and recommends new, and revisions to, existing policies and procedures such as standard operating procedures, internal guidelines with process maps for leading annual PCI compliance and remediations efforts, on-site review policies, and procedures for PCI and ACH compliance for third party vendors.
   
• Manages and creates new merchant accounts with state agencies, counseling end users on the features and benefits of various merchant services products, including payment gateway (.e. web portals, point of sale systems, interactive voice response, and electronic payment technology), as well as merchant processing requirements, costs, and procedures.
   
• Oversees contract administration to include development and negotiation of contracts and bid specifications, formulating stipulations and requests for bids, managing Requests for Proposals (RFPs), meeting with vendors/contractors, monitoring contractual deliverables, presenting to the Cash Management Policy Board in order to obtain contract approval, reviewing and recommending payments, and recommending/applying adjustments to original contracts to safeguard agreement with contract terms.
   
• Provides technical support for the resolution of merchant services processing, hardware, software, and network issues.  Troubleshoots issues related to internal/external merchant services file transmissions.  Coordinates other statewide technical initiatives and upgrades for the agency in coordination with DTI as needed.
   
• Collects, interprets, and analyzes data.  Prepares reports containing findings, conclusions, and recommendations.
   
• Evaluates the delivery of program services.
   
• Supervises the maintenance of records and files.
   
• Reviews and analyzes publications, research development and other documents related to Merchant Services.
   
• Plans, assigns, reviews, and evaluates the work of subordinate staff.

The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.

• Knowledge of applicable state and federal laws, rules, regulations, policies and procedures pertaining to assigned areas.
• Knowledge of the principles and practices of merchant services operations.
• Knowledge of banking and accounting systems.
• Knowledge of merchant services products, policies, and procedures.
• Knowledge of the principles and practices of supervision.
• Knowledge of the principles and practices of contract administration.
• Knowledge of the principles and practices of policy and procedure development.
• Knowledge of concepts, methods, and techniques for reviewing merchant services financial systems, including associated data security standards.
• Skill in administering merchant services programs.
• Skill in managing projects with measurable outcomes.
• Skill in developing short- and long-range strategic plans in compliance with agency goals and objectives.
• Skill in conducting in-depth, comprehensive analysis of banking systems to identify risks and weaknesses, identify variances, trends and discrepancies.
• Ability to plan, schedule, assign and monitor the work of project teams.
• Ability to communicate effectively with a variety of people.
• Ability to establish and maintain effective working relationships with other Office of the State Treasurer’s staff, other state agency personnel, vendors/contractors, board members, and staff.

JOB REQUIREMENTS for Merchant Services Program Manager
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

1. Three years’ experience in Business Operations, Finance or Marketing in a banking or financial service industry.
2. Three years’ experience in compiling, analyzing and interpreting financial data to ensure effective and efficient accounting of funds or to make projections for financial planning.
3. Three years’ experience in merchant services operations which includes PCI compliance, assessment, and remediation, familiarity with payment gateway systems, and managing financial systems that process credit, debit and ACH transactions.
4. Three years’ experience in project management which includes the development of goals and objectives under a standardized timeline, as well as working with diverse interagency teams to achieve measurable outcomes.
5. Three years’ experience in developing solutions and providing recommendations, guidance and direction to management/officials in accomplishing organizational and operational goals and objectives and identifying and resolving issues.
6. Two years’ experience in contract administration which includes overseeing the development and negotiation of contracts and bid specifications; managing bid openings; awarding and executing contracts.
7. Six months’ experience in developing policies and procedures.
8. Knowledge of staff supervision acquired through course work, academic training, training provided through an employer, or performing as a lead worker overseeing the work of others; OR supervising staff which may include planning, assigning, reviewing, and evaluating the work of others; OR supervising through subordinate supervisors a group of professional, technical, and clerical employees.