Manager - Payments, Partnerships & Fintech Ecosystems (Merchant Operations & Support)

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If you are looking to excel and make a difference, take a closer look at us... Functional (job responsibilities) Merchant Onboarding & Documentation Oversee the end-to-end merchant onboarding process from application receipt to activation. Ensure completeness, accuracy, and compliance of merchant documentation in accordance with internal policies, regulatory requirements, and risk guidelines. Perform onboarding quality assurance reviews and ensure adherence to established turnaround times. Continuously improve onboarding workflows to enhance merchant experience and operational efficiency. Maintain merchant records and documentation repositories with proper governance and audit readiness. Terminal Inventory Management & Deployment Manage the inventory lifecycle of payment terminals and related devices. Monitor terminal stock levels and forecast inventory requirements to support business growth. Coordinate terminal provisioning, configuration, deployment, replacement, retrieval, and disposal activities. Ensure accurate asset tracking and inventory reconciliation. Work closely with vendors and logistics partners to ensure timely deployment and maintenance activities. Establish controls to minimize asset losses and inventory discrepancies. Merchant Enquiries & Support Lead merchant support operations to ensure timely resolution of merchant enquiries, incidents, and operational requests. Act as escalation point for complex merchant issues and service disruptions. Monitor support performance metrics and customer satisfaction levels. Drive root cause analysis and corrective actions for recurring merchant issues. Ensure effective communication with merchants regarding operational matters, service updates, and issue resolution. Vendor & Third-Party Operations Support Manage operational relationships with external service providers, payment processors, terminal vendors, logistics providers, and outsourced partners. Monitor vendor performance against contractual obligations and agreed service levels. Coordinate issue resolution and operational escalations with third-party partners. Participate in vendor reviews, performance assessments, and service improvement initiatives. Ensure vendors comply with regulatory, security, and operational requirements. SLA & Turnaround Time (TAT) Management Establish, monitor, and report operational service level agreements and turnaround time performance. Develop operational dashboards and performance reporting mechanisms. Identify bottlenecks and implement process improvements to improve operational efficiency. Ensure operational KPIs are consistently achieved across all merchant operations functions. Lead service recovery initiatives where service levels are breached. Regulatory Reporting & Compliance Ensure timely and accurate submission of operational and regulatory reports. Maintain compliance with regulatory requirements, scheme rules, and internal governance standards. Support regulatory audits, internal audits, and compliance reviews. Maintain operational policies, procedures, and controls documentation. Ensure proper record management and audit trail maintenance. Merchant & Vendor Payment Management Manage operational processes relating to merchant payments, reimbursements, incentives, commissions, terminal charges, and vendor payments. Ensure payment processing is accurate, timely, and properly authorized. Perform reconciliation and exception management activities. Investigate and resolve payment discrepancies and operational exceptions. Collaborate with Finance teams to ensure payment governance and controls are maintained. Operational Excellence & Continuous Improvement Identify opportunities for automation, digitization, and process optimization. Lead operational improvement projects and workflow enhancements. Implement best practices to improve service quality, efficiency, and scalability. Support new product launches and operational readiness initiatives. Drive operational risk mitigation and control enhancements. Managerial (team/group responsibilities) Lead, coach, and develop the Merchant Operations & Support team. Set clear performance objectives, KPIs, and development plans for team members. Conduct regular performance reviews, coaching sessions, and capability-building initiatives. Foster a high-performance, customer-centric, and service-oriented culture. Ensure appropriate workforce planning, resource allocation, and succession planning. Manage workload distribution to ensure operational efficiency and SLA adherence. Promote continuous learning, knowledge sharing, and cross-functional collaboration. Build team capabilities in merchant operations, compliance, customer service, and operational excellence. Drive employee engagement and retention initiatives within the team. Organizational (organizational responsibilities) Collaborate effectively with Sales, Product, Risk, Compliance, Finance, Technology, Procurement