Deputy Manager/Manager - Merchant Operations & KYC

Location- Gurugram (Hybrid)

Experience- 5 To 8 Years

About the Role

We are looking for an experienced professional to lead Merchant Operations, KYC/ Re-KYC, Merchant Support, and Compliance Operations. The role will be responsible for managing end-to-end merchant onboarding and support processes, ensuring regulatory compliance, improving operational efficiency, and leading a team of 8-9 members.

The ideal candidate should have strong knowledge of KYC regulations, AML/PEP screening, merchant risk checks, banking operations, and merchant onboarding workflows, along with strong people management and analytical skills.

Key Responsibilities

- Merchant Onboarding & KYC: Manage end-to-end merchant onboarding, documentation, verification, activation, periodic KYC and Re-KYC, ensuring regulatory compliance.
- AML & Risk Compliance: Oversee AML, PEP and Sanction screening, merchant risk checks, exception handling and audit documentation.
- Merchant Support: Manage merchant queries, escalations and support operations, ensuring timely resolution within defined SLAs.
- Team Management: Lead a team of 8–9 members, define KPIs, monitor performance, drive productivity and conduct regular training.




- Process Improvement & Automation: Identify process gaps and drive automation across onboarding, KYC and support workflows through IVR, dashboards and workflow digitization.
- MIS & Reporting: Track operational metrics, productivity, SLA adherence and quality. Prepare weekly reports and management updates using MS Excel and other tools.
- Stakeholder Management: Collaborate with Compliance, Risk and internal teams to improve merchant experience and operational efficiency.

Key Requirements

- Strong understanding of KYC Master Direction, KYC/Re-KYC, AML, PEP and Sanction screening.
- Hands-on experience in banking operations, account opening, merchant onboarding and risk checks.
- Experience in merchant operations, support, payments, fintech or banking.
- Proven experience managing a team, preferably 8–9 members.
- Strong stakeholder management, communication and escalation handling skills.
- Valuable analytical skills and proficiency in MS Excel and MS Office.
- Experience in MIS reporting, process improvement and automation.

Preferred Industry: Banking, Fintech, Payments, NBFC, Merchant Acquiring or Digital Financial Services.

📌 Manager - Customer Experience - Support (Gurugram)
🏢 freecharge
📍 Gurugram