Role & responsibilities

- Manage the end-to-end customer and seller onboarding journey, from onboarding initiation to activation and first orders.

- Identify and reduce drop-offs across app installation, onboarding, BZID creation, and first-order milestones.

- Improve onboarding conversion, customer activation, and adoption through data-driven initiatives.

- Conduct root cause analysis (RCA) to identify and resolve onboarding failures, delays, and quality issues.

- Analyse operational metrics, build dashboards, and track onboarding performance using MS Excel/Google Sheets.

- Drive process improvements through automation, technology, AI, and scalable operating mechanisms.

- Ensure accurate validation of KYC, business proofs, bank details, and other onboarding documents.

- Improve Solv onboarding SLAs and approval turnaround time without compromising quality.

- Lead and develop the onboarding team through performance tracking, structured training, and quality improvement initiatives.

- Collaborate with Growth, Sales, Risk, Product, Technology, Operations, and Customer Support teams to improve onboarding outcomes.

- Monitor key performance indicators, implement corrective actions, and measure the impact of improvement initiatives.

- Build a culture of ownership, accountability, problem-solving, and continuous improvement.





Preferred candidate profile

- 4+ years of experience in customer/seller onboarding, customer operations, fintech, B2B platforms, marketplaces, or similar fast-paced environments.

- At least 1 year of team management or supervisory experience.

- Strong analytical skills with the ability to analyse operational data and identify trends, gaps, and improvement opportunities.

- Proven experience in root cause analysis, problem-solving, and process improvement.

- Proficiency in MS Excel/Google Sheets and operational metrics tracking.

- Experience improving onboarding conversion, customer activation, process quality, and turnaround time.

- Robust ownership mindset with the ability to independently drive initiatives from problem identification to implementation.

- Ability to build scalable processes and leverage automation and technology to improve operational efficiency.

- Strong communication, stakeholder management, and cross-functional collaboration skills.

- Comfortable working in a fast-paced startup environment with ambiguity and minimal supervision.

- Graduate/Postgraduate in any discipline.

- Proficiency in English and Hindi; knowledge of a South Indian language is preferred.

📌 Associate Manager Customer Delight (Bengaluru)
🏢 Jumbotail Technologies
📍 Bengaluru