Senior Manager Onboarding and Customer Support

Role & responsibilities

1. Onboarding Process Design & Implementation

• Develop and implement standardized onboarding workflows for Merchants and Business Correspondents (BCs).
  
• Ensure alignment with RBI guidelines, compliance standards, and internal policies.
  
• Build scalable, efficient, and high-quality onboarding processes.
  

2. Merchant & BC Documentation & Compliance

• Oversee accurate collection, verification, and secure handling of KYC, agreements, certifications, and other required documents.
  
• Coordinate with Compliance and Risk teams to ensure regulatory adherence.
  
• Conduct internal audits to maintain documentation and compliance hygiene.
  

3. Training & Enablement

• Conduct training for Merchants and BCs on product features, system navigation, compliance requirements, and operational workflows.
  
• Create SOPs, training decks, reference guides, and video walkthroughs.
  
• Ensure partners are fully equipped for smooth activation and usage.
  

4. Stakeholder Coordination & Support

• Work closely with Sales, Legal, Risk, Product, Tech, and Operations teams to ensure seamless onboarding and issue resolution.
  
• Act as the primary point of contact for onboarding-related queries.
  
• Resolve bottlenecks and escalations to ensure timely partner activation.
  

5. Customer Support Leadership (Newly Added)

• Lead customer support operations for Merchants and BCs post-onboarding.
  
• Establish and monitor SLAs for query handling, ticket resolution, and partner satisfaction.
  
• Build and manage an internal support team or coordinate with outsourced support partners.
  
• Ensure proper root-cause analysis (RCA) and preventive actions for recurring issues.
  
• Maintain escalation matrices and ensure high responsiveness for critical issues.
  
• Collaborate with Product & Ops teams to close long-term support gaps.

6. Onboarding & Support Metrics Management

• Track onboarding KPIs: TAT, activation rates, drop-offs, compliance adherence.
  
• Track support KPIs: ticket volume, resolution time, SLA adherence, CSAT/NPS.
  
• Identify trends, delays, risk areas, and improvement opportunities.
  
• Publish regular MIS and performance dashboards for leadership teams.
  

7. Process Improvement & Feedback Integration

• Collect structured feedback from partners and internal teams to refine onboarding and support journeys.
  
• Recommend process enhancements to reduce friction and improve experience.
  
• Continuously update SOPs, training materials, and tools based on insights.
  

Preferred candidate profile

• Bachelors degree; MBA or equivalent preferred.
  
• 468 years of experience in onboarding, merchant operations, customer support, partner success, or similar roles in fintech, payments, banking, or BFSI.
  
• Strong understanding of KYC norms, regulatory requirements, and risk assessment.
  
• Excellent communication, problem-solving, and stakeholder management skills.
  
• Experience managing customer support operations, ticketing tools, and escalation frameworks.
  
• Ability to work across teams and handle high-paced, dynamic environments.
  
• Familiarity with CRM, onboarding systems, and documentation platforms.