Supervising the daily activities related to merchant onboarding, account management, transaction processing, and support services that ensure operational consistency, accurate documentation, compliance with service-level standards, and effective coordination between internal teams and merchant partners.
Job Responsibilities :
Supervise the execution of merchant onboarding processes, ensuring complete documentation, KYC compliance, and timely activation in systems.
Assign daily operational tasks to team members including merchant data validation, account setup, contract handling, and system entry, ensuring SLA compliance.
Review merchant documents for accuracy and completeness, flagging inconsistencies and ensuring corrections before onboarding or contract finalization.
Act as the first point of escalation for operational issues reported by merchants, including integration errors, payout delays, or contract queries, coordinating with relevant departments to resolve.
Monitor transactional workflows from merchant partners, ensuring disbursement requests, installment plans, and fees are processed accurately and on time.
Collaborate with the Finance and Legal teams to validate payout files, contract compliance, and issue resolution related to service agreements or commissions.
Guide and coach the team on SOP adherence, regulatory requirements, and best practices related to merchant operations and documentation control.
Maintain real-time records of merchant profiles, transaction logs, and operational changes using CRM systems or merchant portals.
Work closely with the Product, IT, and Integration teams on system enhancements, merchant Consumer Finance onboarding tools, and technical troubleshooting.
Generate and review operational reports on merchant status, team productivity, issue resolution metrics, and compliance KPIs, and submit to the Manager.
Ensure all operational processes are aligned with FRA and CBE regulatory requirements and company internal controls.
Participate in training programs, UAT testing, and rollout of new tools or workflows, and support the team in system adoption.
Support the continuous improvement of merchant lifecycle processes by identifying bottlenecks, proposing enhancements, and aligning with cross-functional stakeholders.
Maintain proper archiving and documentation control for all merchant-related files and communications, preparing the team for internal and external audits.
Assist the Manager in evaluating team performance and suggesting staff development or role rotations based on performance and business needs.
Job Requirements :
Bachelor's degree in business administration, Operations Management, Commerce, or related field.
Minimum of 5 experience in operations or service delivery roles.
