Onboarding Operations Executive

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.RESPONSIBILITIESTeam Leadership and DevelopmentProvide guidance, support, and directions to the team members.Review and manage self-performance. Responsible for career development and career planning.RESPONSIBILITIESCurrent Operational Activities Onboarding – Providing a coordinated sub-team response to the merchant onboarding request throughLead Generation and Lead Conversion Management of generated leads from campaigns and activations from marketing, sales and business development teamsCoordination of telemarketing activities of inbound and outbound calls for achieving a high conversion rate for generated leads, customer retention and reduction in churnManage walk-in customers and oversee assisted onboardingLead Processing – Ensuring speedy processing of approved merchants (Acquired and PTSP) within the approved SLA throughParameter Management (Parameter Generation, Nibss & Kimono Registration, Parameter update/change)Merchant profiling on extraswitch, aribiter and related platformsProvision of merchant onboarding support and ensuring a high conversion rate for generated leadsCollaboration 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 ManagementManage merchant relationships across all Inclusio products and services.Retain and grow existing and new merchant portfolio transactions via outbound callsProvide 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 ReviewEnsures adequate documentation of the processes and procedures of the team’s services.Drive compliance for KYC and regulatory expectationsCollects feedback from field activities to inform continuous improvement across operationsIssue resolution and escalationEDUCATIONUniversity Graduate Degree in a numerate, science, or other related fields. Any other professional certification will be an added advantage.EXPERIENCEAt least 5 years of merchant onboarding or POS support experience, preferably in a reputable Financial Institution or FinTech company.