Latest Jobs 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.

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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