Manager Senior Manager - Merchant Onboarding

Job Title: Manager / Senior Manager - Merchant Onboarding

Job Level: Senior Level.

Report to: Associate Vice President.

Department: Operations

Organization: Airpay Payment Services Pvt. Ltd (https://www.airpay.co.in/)

Location: Navi Mumbai.

Job Summary: We are seeking a dynamic and experienced Manager to lead our Merchant Onboarding Operations team. As the Manager of Merchant Onboarding Operations, you will play a crucial role in ensuring the smooth and efficient onboarding of merchants onto our platform. You will be responsible for managing a team of dedicated professionals and driving operational excellence to deliver exceptional service to our clients.

Key Responsibilities

• Team Leadership: Lead and mentor a team of Onboarding Specialists, providing guidance, support, and coaching to ensure high performance and continuous improvement.
• Process Optimization: Develop and optimize merchant onboarding processes to enhance efficiency, accuracy, and customer satisfaction. Identify bottlenecks and implement solutions to streamline operations.
• Compliance Management: Ensure that all onboarding processes adhere to regulatory requirements and internal policies. Stay up-to-date with industry regulations and implement necessary changes to maintain compliance.
• Stakeholder Collaboration: Collaborate with cross-functional teams, including Sales, Customer Support, and Product Development, to align onboarding processes with overall business goals and customer expectations.
• Quality Assurance: Implement quality assurance protocols to maintain the highest standards in data accuracy and customer communication during the onboarding process.
• Reporting and Analysis: Generate regular reports and analyse key metrics to evaluate team performance and identify areas for improvement. Use data-driven insights to make informed decisions.
• Customer Focus: Uphold a customer-centric approach, ensuring merchants have a positive onboarding experience and receive timely and accurate information throughout the process.
  
  

• Bachelor’s degree in business, Operations Management, or related field. Master’s degree is a plus.
• 8 years of experience in merchant onboarding operations, with a proven track record of team leadership and process optimization.
• Strong understanding of regulatory requirements related to merchant onboarding and payment processing.
• Exceptional analytical and problem-solving skills with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal teams and external partners.
• Demonstrated ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.
• Experience with CRM and onboarding software systems is a plus.
  
  

• 10+ years of experience in merchant onboarding operations, with a proven track record of team leadership and process optimization.
• Strong understanding of regulatory requirements related to merchant onboarding and payment processing.