Merchant Onboarding Lead

Skills

About the Role

You will support and spearhead the operations side of onboarding KYB accounts, ensuring smooth partner onboarding and excellent after-sales support to partners and clients. You will take full ownership of the KYB onboarding process, proactively chasing stakeholders and removing blockers to ensure efficiency and compliance. You will develop and maintain SOPs, conduct regular 1:1 sessions with associates and specialists, and oversee the Partner Support and Onboarding sub-teams to ensure workflows are efficient and tickets are resolved on time. You will lead account management associates in building trusted relationships with partners, manage the partner support team, and build frameworks and policies for successful onboarding and account management. You will establish key metrics of success, monitor partner activity to prevent churn, and work with internal stakeholders to ensure regulatory compliance.

Requirements

• Bachelor's degree in Management, Finance, Business, or equivalent
• At least 3 years of experience in customer service, account management, or partner operations
• Proven experience in KYB onboarding, partner account management, or related operational workflows
• Experience in delivering client-focused solutions based on partner needs
• Strong planning, analytical, and problem-solving skills
• Self-motivated and highly focused, able to work independently without close supervision
• Highly trustworthy, organized, and detail-oriented
• Flexible and able to adapt to a fast-paced environment
• Demonstrated track record of drive, ownership, and execution
• Strong communication skills in English and Filipino

Responsibilities

• Support and spearhead the operations side of onboarding KYB accounts
• Take full ownership of the KYB onboarding process, proactively chasing stakeholders and removing blockers
• Develop, maintain, and ensure SOPs are up-to-date, and conduct regular 1:1 sessions with associates and specialists
• Oversee the Partner Support and Onboarding sub-teams, ensuring workflows are efficient and tickets are resolved on time
• Lead account management associates in building trusted relationships with partners
• Manage the partner support team, ensuring partner concerns are addressed promptly
• Build frameworks and policies to ensure successful onboarding of new partners and smooth account management
• Establish and maintain key metrics of success for partnerships and client satisfaction
• Monitor partner activity to prevent potential disengagement or churn
• Deliver exceptional client service on a day-to-day basis
• Work with internal stakeholders to ensure partner compliance with regulatory standards
• Perform ad hoc tasks to support the team and business objectives