Lead, Digital Onboarding Operations at Interswitch

About the job

• To manage the team responsible for digital merchant onboarding and support strategies; to drive growth, retention, and delightful experience for merchants and aggregators on our payment gateway, thereby enabling the achievement of revenue and market share objectives.

RESPONSIBILITIES

Leadership and Direction

• Provide leadership and strategic direction to the onboarding and support team, driving sales and adoption through the execution of robust merchant success strategies to achieve the overall business target for revenue growth
• Manage and drive the performance of direct reports, set appropriate performance KPIs and hold them accountable for achieving these, provide constructive performance feedback and take appropriate corrective action where necessary to ensure achievement of team/personal objectives.
• Motivate and develop the team by providing training, coaching, mentoring, and identifying talent and successors for pivotal roles.

Merchant Onboarding and Integration Support

• Manage the overall onboarding activities; leading kick-off calls and troubleshooting issues during onboarding and go-live.
• Coordinate merchant engagement to obtain additional information or documentation relating to their onboarding and drive the merchants to successful value realisation.
• Provide guidance and support to prospective merchants
• Work closely with Product and Implementation teams to ensure a seamless integration experience for web merchants
• Liaise with sales and business teams to properly understand the merchant’s use case and provide the necessary APIs required for integration

Business Development

• Create and maintain a viable client database and mailing list for business follow-up.
• Manage a portfolio of merchants and aggregators to achieve revenue and market share objectives
• Develop a focused growth strategy for new merchant acquisition and onboarding.
• Conduct market research and analysis to identify new business development opportunities to stay ahead of the competition

Compliance and Due Diligence

• Responsible for KYC checklist and first-level review, and due diligence.
• Liaise with the Compliance Team for advisory regarding KYC documentation to ensure regulatory compliance.
• Responsible for the recertification of onboarding documents and certificate/license renewal by partners.
• Ensure merchants comply with payment industry regulations and security standards.

Client and Customer Management (Internal and External)

• Act as a business partner to both external and internal customers and manage relationships with them.
• Lead communication with relevant internal stakeholders to raise awareness on onboarding/integration issues
• Follow up with partners to check in on their integration and provide support where necessary.

EDUCATION

General Education

• University Post Graduate Degree in Social Sciences, Finance or other related fields.

Relevant professional certifications such as:

• IT Service Management (ITSM)
• Lean Six Sigma (LSS)
• Project Management Professional (PMP)
• Agile Project Management (AgilePM)
• Certified or Professional ScrumMaster (C/PSM)

Any of the above would be an added advantage

EXPERIENCE

General Experience

• At least 8 years of merchant services experience, preferably in a reputable Financial Institution or FinTech company.

Managerial Experience

• At least 3 years' experience in leading and managing people and resources