Onboarding Operations Executive at Interswitch

About the job

• An experienced professional responsible for managing end-to-end merchant onboarding, from lead generation, conversion, and processing to post-onboarding support processes, ensuring compliance with SLAs and optimising the onboarding experience through cross-functional collaboration with stakeholders to achieve high onboarding velocity and customer satisfaction.

RESPONSIBILITIES

Team Leadership and Development

• Provide guidance, support, and directions to the team members.
• Review and manage self-performance.
• Responsible for career development and career planning.

RESPONSIBILITIES

Current Operational Activities

Onboarding – Providing a coordinated sub-team response to the merchant onboarding request through

Lead Generation and Lead Conversion

• Management of generated leads from campaigns and activations from marketing, sales and business development teams
• Coordination of telemarketing activities of inbound and outbound calls for achieving a high conversion rate for generated leads, customer retention and reduction in churn
• Manage walk-in customers and oversee assisted onboarding
• Lead Processing – Ensuring speedy processing of approved merchants (Acquired and PTSP) within the approved SLA through
• Parameter Management (Parameter Generation, Nibss & Kimono Registration, Parameter update/change)
• Merchant profiling on extraswitch, aribiter and related platforms
• Provision of merchant onboarding support and ensuring a high conversion rate for generated leads
• Collaboration with the Sales and Product teams to ensure a seamless and efficient customer onboarding experience. This includes aligning merchant requirements, addressing onboarding challenges promptly, and ensuring that product configurations meet customer expectations from the start.
• Profiling all eligible 2ISW and PTSP merchants on the appropriate MRSP settlement platform (Instant, Sameday and T+1), ensuring accurate classification and correct alignment of applicable fees.
• Handling of all requests for international card acceptance. This includes reviewing and validating merchant eligibility and ensuring complete and accurate profiling of ETT.
• Ensuring that all approved merchants onboarded on the Quickteller Business (QTB) platform are promptly and accurately profiled for alternative payment channels, enhancing transaction flexibility.
• Pre-screening and evaluation of merchants using pre-defined fraud/risk indicators before the full onboarding process starts.
• Ensures accuracy in terminal configuration, certification, and QA checks (QA1 & QA2).
• Troubleshooting and resolving parameter issues that occur on merchant POS.

Merchant Management

• Manage merchant relationships across all Inclusio products and services.
• Retain and grow existing and new merchant portfolio transactions via outbound calls
• Provide technical support for all merchant-related issues.
• Work closely with sales, key account and business development teams and BSPs, offering technical assistance and solution expertise to propel sales efforts forward.

Process Management and Review

• Ensures adequate documentation of the processes and procedures of the team’s services.
• Drive compliance for KYC and regulatory expectations
• Collects feedback from field activities to inform continuous improvement across operations
• Issue resolution and escalation

EDUCATION

• University Graduate Degree in a numerate, science, or other related fields. Any other professional certification will be an added advantage.

EXPERIENCE

• At least 5 years of merchant onboarding or POS support experience, preferably in a reputable Financial Institution or FinTech company.