Virtual Relationship Manager - Team Leader

About Us:

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

About the team:

This team is responsible to support the merchants on the process.

Responsibilities:

1. Drive merchant onboarding engagement + document submission when assigned.

2. Follow up on missing or incorrect KYC documents to avoid QC rejection.

3. Educate merchants on accepted document list and correct upload format.

4. Support merchants in resolving QC queries quickly.

5. Guide merchants to meet website/app compliance requirements

(T&C, Privacy Policy, product pages, functional URLs, etc).

6. Push for faster RA approval by driving curable cases to closure.

7. Track and nudge merchants until MID creation is completed.

8. Ensure merchant receives dashboard access and is able to log in.

9. Provide integration guidance (developer docs, mandatory parameters, test → production move).

10. Coordinate internal dependencies for activation blockers (CC/DC enablement, routing, product settings).

11. Monitor activation status and ensure first successful txn (T0 milestone).

12. Drive early lifecycle usage — ensure frequent transactions in initial weeks.

13. Focus on transaction ramp-up: target merchants to cross >10K monthly GMV.

14. Identify and prioritize high-GMV merchants for faster activation and dedicated support.

15. Handle merchant concerns proactively during onboarding and early activation period.

16. Maintain funnel hygiene and keep lead status updated in CRM trackers.

17. Share feedback with product/ops teams on recurring onboarding issues.

18. Push timely communication to merchants — nudges, troubleshooting, enablement.

19. Escalate only those cases where merchant dependencies are fully solved.

Why join us:

We aim at bringing half a billion Indians into the mainstream economy, and everyone working here is striving to achieve that goal. Our success is rooted in our peoples collective energy and unwavering focus on the customers, and that’s how it will always be. We are the largest merchant acquirer in India.

Compensation:

If you are the right fit, we believe in creating wealth for you.

With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.