Role & responsibilities :

- Manage the complete lifecycle of merchant onboarding from application/document collection through KYC clearance, approval, activation and post-live support.
- Ensure onboarding practices are aligned with applicable RBI KYC requirements, PA/PG directives, AML requirements and internal compliance policies.
- Lead pre-onboarding risk assessment covering business documents, merchant profile, website/application policies and other relevant risk indicators.
- Own merchant KYC clearance and coordinate with Compliance, Risk, Legal, Technology, Sales and Operations teams to resolve exceptions and accelerate activation.
- Ensure requested payment options are correctly mapped and activated across relevant modes such as cards, net banking, UPI, wallets and payment gateway products.
- Coordinate with banking partners, payment aggregators and other external stakeholders for merchant, MID/TID and payment-mode activation requirements.
- Handle and govern escalations relating to pre-onboarding, onboarding, activation and post-onboarding operational issues, ensuring resolution within agreed TATs.
- Lead a merchant onboarding team, set operating priorities, review productivity and quality, coach team members and maintain strong process discipline.
- Identify opportunities for process simplification, automation, control strengthening and turnaround-time improvement; implement measurable process enhancements.
- Monitor onboarding progress, exceptions, quality and operational performance; prepare and publish MIS/dashboards for management and relevant business teams.
- Maintain accurate documentation and audit trails for onboarding decisions, approvals, risk assessments and operational activities.




- Work closely with merchants and internal stakeholders to resolve queries and complaints while protecting compliance, risk and business requirements.

Key Deliverables / KPIs

- Merchant onboarding TAT and activation turnaround
- KYC/AML and compliance adherence
- Onboarding quality, documentation accuracy and exception rates
- Merchant activation and payment-option mapping accuracy
- Escalation resolution within agreed TAT
- Team productivity, quality and SLA adherence
- Process improvement / automation impact
- MIS accuracy, governance and audit readiness

Required Experience & Qualifications

- Graduate degree required; background in business, finance, operations or a related discipline preferred.
- 7-10 years of relevant experience, preferably in fintech, payment gateways, payment aggregators, banking or digital payments operations.
- Strong hands-on experience in merchant onboarding, KYC/AML operations and pre-onboarding risk assessment.
- Practical understanding of payment gateway operations and payment modes including cards, net banking, UPI and wallets.
- Experience working with banks, payment aggregators and cross-functional teams for merchant/MID/TID activation and issue resolution.
- Experience leading teams and improving operational processes; exposure to automation is preferred.
- Strong analytical, documentation, communication, stakeholder-management and escalation-handling skills.
- Working knowledge of MS Office / Excel and operational MIS reporting.

Preferred Competencies

- Customer/merchant centricity with strong operational ownership
- Risk and compliance mindset
- People leadership and coaching
- Problem solving and decision making
- Process improvement and automation orientation
- Attention to detail and quality assurance
- Strong stakeholder and banking-partner management
- Ability to work in a quick-paced, high-volume payments environment

📌 Manager or Senior Manager Merchant Onboarding KYC (New Delhi)
🏢 Pay10 India
📍 New Delhi