Manager - Merchant Onboarding

Key Responsibilities:

Team Leadership & People Management

• Lead, mentor, and manage a team of Merchant Onboarding Specialists.
• Set performance goals, monitor productivity, and drive continuous improvement.
• Provide regular coaching, feedback, and development opportunities to enhance team capability.

Process Optimization & Operational Excellence

• Design, implement, and optimize onboarding workflows to improve efficiency and accuracy.
• Identify bottlenecks and introduce automation or process enhancements.
• Establish best practices and standard operating procedures for onboarding activities.

Compliance & Risk Management

• Ensure adherence to regulatory requirements related to KYC, merchant onboarding, and payment processing.
• Stay updated with industry regulations and implement necessary process changes.
• Maintain proper documentation and audit readiness across onboarding operations.

Stakeholder Collaboration

• Work closely with Sales, Customer Support, Risk, Compliance, and Product teams to align onboarding objectives with business goals.
• Facilitate smooth handovers and ensure seamless merchant activation.
• Address escalations and resolve complex onboarding cases efficiently.

Quality Assurance & Governance

• Implement and monitor quality assurance frameworks to maintain high standards in data accuracy and merchant communication.
• Conduct periodic audits and reviews to ensure process adherence.
• Drive a culture of accountability and continuous improvement.

Reporting & Performance Analysis

• Generate MIS reports and track key performance indicators such as TAT, activation rates, and compliance metrics.
• Analyze operational data to identify trends and improvement areas.
• Use data-driven insights to support strategic decision-making.

Customer Experience Management

• Ensure a customer-centric onboarding journey with timely communication and issue resolution.
• Enhance merchant satisfaction through proactive support and transparent processes.