Role & responsibilities

Key Responsibilities

Onboarding & Deployment Operations

- Track and drive merchant onboarding pipelines for assigned partner accounts KYC status, device dispatch, activation, and go-live
- Coordinate with logistics, tech, and field teams to ensure POS/QR device deployment TATs are met
- Flag and escalate onboarding bottlenecks before they impact partner SLAs

Escalation & Issue Tracking

- Maintain a live log of partner-reported issues (technical, settlement, KYC, compliance) and drive them to closure with relevant internal teams
- Support the Client Success Senior Manager in preparing escalation summaries and root-cause notes for recurring issues
- Follow up directly with internal stakeholders (ops, tech, compliance, finance) to unblock pending items

Reporting & MIS

- Build and maintain partner health dashboards: activation rates, transaction volumes, churn, complaint TAT, and SLA adherence
- Prepare data packs and slide inputs for partner business reviews (QBRs/MBRs)
- Maintain accurate, up-to-date records

Process & Documentation

- Maintain SOPs for onboarding, escalation handling, and partner reporting workflows; flag process gaps and suggest improvements
- Support settlement/invoice reconciliation coordination with finance for assigned accounts




- Assist in preparing partner-facing documentation onboarding kits, process notes, FAQs

Cross-functional Coordination

- Act as the day-to-day operational point of contact for partner-side operations/ops teams, under guidance from the Client Success Senior Manager
- Coordinate internally across tech, risk, compliance, logistics, and finance to ensure timely resolution of operational requests
- Support ad hoc projects and audits as directed

Preferred candidate profile

- 24 years of experience in business operations, partner operations, or account operations — fintech, payments, or banking background preferred
- Robust Excel/Google Sheets skills; comfortable building trackers, dashboards, and basic MIS reports
- Working familiarity with merchant onboarding, KYC processes, or POS/QR deployment workflows is a strong plus
- Highly organized with strong follow-through — able to manage multiple open items across teams without things falling through the cracks
- Clear written and verbal communication; comfortable coordinating across cross-functional teams
- Experience with CRM tools (Salesforce/Zoho) is a plus, not mandatory
- Bachelor's degree required

Interested candidates can share their profiles to [email protected] or can whatsapp : (phone hidden).

📌 Business Operations Assistant Manager (Chennai)
🏢 Federal Soft Systems
📍 Chennai