Responsibilities
- Manage end-to-end merchant lifecycle processes, including application intake, KYC due diligence, KYC/KYB verification, activation, configuration, and ongoing account management at scale.
- Maintain high standards of accuracy, completeness, and timeliness throughout all stages of merchant onboarding, ensuring compliance and quality assurance.
- Develop and oversee onboarding workflows tailored to different merchant segments, risk levels, business models, and payment channels.
- Serve as the final escalation point for complex merchant cases, disputes, and exceptions requiring coordination across departments.
- Ensure all onboarding and lifecycle activities strictly follow KYC/KYB protocols, RBI regulations, FEMA guidelines, and applicable legal requirements.
- Lead periodic merchant reviews, risk-based reassessments, and documentation audits to ensure portfolio integrity and regulatory compliance.
- Supervise operational processes for domestic and cross-border acquiring, including settlements, reconciliation, and exception handling.
- Collaborate with banking and product teams to ensure operational readiness for new payment corridors, products, and acquiring partnerships.
- Track performance metrics for payment gateways and acquiring systems, identifying issues and coordinating resolutions with tech and banking partners.
- Create, maintain, and enforce standardized operating procedures (SOPs) covering all merchant lifecycle scenarios across diverse business types and geographies.
- Conduct root cause analysis on onboarding failures, escalations, and SLA violations, then implement and monitor corrective actions.
- Promote a work culture rooted in accountability, ownership, and continuous operational improvement.
- Develop and manage real-time dashboards to monitor key metrics such as onboarding health, turnaround time, exception rates, and SLA adherence.
- Act as the main operational liaison between Merchant Operations and internal stakeholders including Sales, MHD, Product, Compliance, Finance, and Technology.
- Manage relationships with banking partners and third-party vendors involved in onboarding, ensuring compliance, service quality, and cost efficiency.
- Oversee budget planning and forecasting for merchant operations, identifying opportunities to improve cost effectiveness.
