Deputy Manager/Manager - Merchant Operations & KYC

Location: Gurugram |

Work Mode: Hybrid

Experience: 5-8 Years

About the Role

We are looking for an experienced professional to manage Merchant Operations, KYC/Re-KYC, Merchant Support and Compliance Operations. The role will be responsible for end-to-end merchant onboarding, regulatory compliance, process improvement, automation and leading a team of 8-9 members.

Key Responsibilities

- Manage end-to-end merchant onboarding, including documentation, verification, approval and activation.
- Ensure compliance with KYC Master Direction and applicable regulatory guidelines.
- Manage KYC/Re-KYC, AML, PEP and Sanction Screening processes.
- Conduct merchant risk checks and ensure timely resolution of compliance exceptions.
- Lead merchant support, inbound operations, queries and escalations while ensuring SLA adherence.
- Manage and develop a team of 8-9 members, including KPIs, productivity and training.
- Identify process gaps and drive automation, IVR and workflow improvements.
- Track operational metrics, productivity, SLA and quality parameters.
- Prepare and present weekly MIS and performance reports to management.




- Use data and insights to identify operational bottlenecks and improve processes.
- Work with Risk, Compliance and other internal stakeholders on merchant-related issues.
- Gather merchant feedback and drive improvements in overall merchant experience.

Key Requirements

- Strong knowledge of KYC Master Direction and KYC compliance.
- Hands-on experience in Merchant Onboarding, KYC/Re-KYC, AML, PEP and Sanction Screening.
- Practical experience in banking operations, account opening and merchant risk checks.
- Experience in Merchant Operations, Payments, Fintech, Banking, NBFC or Merchant Acquiring.
- Strong team management experience, preferably handling 8-9 members.
- Good communication, stakeholder management and escalation handling skills.
- Robust analytical and problem-solving abilities.
- Proficiency in MS Excel and MS Office.
- Experience in MIS, reporting, process improvement and automation.

Preferred Industry Banking | Fintech | Payments | NBFC | Merchant Acquiring | Digital Financial Services

📌 Manager (Gurugram)
🏢 freecharge
📍 Gurugram