Business Operations -Assistant Manager

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.

What We're Looking For

• 24 years of experience in business operations, partner operations, or account operations fintech, payments, or banking background preferred.
• Strong 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.

What Success Looks Like (First 3–6 Months)

• Full ownership of onboarding and escalation tracking for assigned partner accounts, with minimal drops or missed follow-ups
• A functioning, regularly updated partner health dashboard used in business reviews
• Demonstrated ability to independently resolve or escalate operational issues without hand-holding.