Onboarding Operations Executive at Interswitch Group

Interswitch is an Africa-focused integrated digital payments and commerce company that facilitates the electronic circulation of money as well as the exchange of value between individuals and organisations on a timely and consistent basis. We started operations in 2002 as a transaction switching and electronic payments processing, and have progressively evolved into an integrated payment services company, building and managing payment infrastructure as well as delivering innovative payment products and transactional services throughout the African continent. At Interswitch, we offer unique career opportunities for individuals capable of playing key roles and adding value in an innovative and fun environment.

We are recruiting to fill the position below:

Job Title: Onboarding Operations Executive

Location: Lagos

About the job

• An experienced professional responsible for managing end-to-end merchant onboarding, from lead generation, conversion, and processing to post-onboarding support processes, ensuring compliance with SLAs and optimising the onboarding experience through cross-functional collaboration with stakeholders to achieve high onboarding velocity and customer satisfaction.

Responsibilities
Team Leadership and Development:

• Provide guidance, support, and directions to the team members.
• Review and manage self-performance.
• Responsible for career development and career planning.

Current Operational Activities:

• Onboarding – Providing a coordinated sub-team response to the merchant onboarding request through

Lead Generation and Lead Conversion:

• Management of generated leads from campaigns and activations from marketing, sales and business development teams
• Coordination of telemarketing activities of inbound and outbound calls for achieving a high conversion rate for generated leads, customer retention and reduction in churn
• Manage walk-in customers and oversee assisted onboarding

Lead Processing:

• Ensuring speedy processing of approved merchants (Acquired and PTSP) within the approved SLA through
• Parameter Management (Parameter Generation, Nibss & Kimono Registration, Parameter update/change)
• Merchant profiling on extraswitch, aribiter and related platforms
• Provision of merchant onboarding support and ensuring a high conversion rate for generated leads
• Collaboration with the Sales and Product teams to ensure a seamless and efficient customer onboarding experience. This includes aligning merchant requirements, addressing onboarding challenges promptly, and ensuring that product configurations meet customer expectations from the start.
• Profiling all eligible 2ISW and PTSP merchants on the appropriate MRSP settlement platform (Instant, Sameday and T+1), ensuring accurate classification and correct alignment of applicable fees.
• Handling of all requests for international card acceptance. This includes reviewing and validating merchant eligibility and ensuring complete and accurate profiling of ETT.
• Ensuring that all approved merchants onboarded on the Quickteller Business (QTB) platform are promptly and accurately profiled for alternative payment channels, enhancing transaction flexibility.
• Pre-screening and evaluation of merchants using pre-defined fraud/risk indicators before the full onboarding process starts.
• Ensures accuracy in terminal configuration, certification, and QA checks (QA1 & QA2).
• Troubleshooting and resolving parameter issues that occur on merchant POS.

Merchant Management:

• Manage merchant relationships across all Inclusio products and services.
• Retain and grow existing and new merchant portfolio transactions via outbound calls
• Provide technical support for all merchant-related issues.
• Work closely with sales, key account and business development teams and BSPs, offering technical assistance and solution expertise to propel sales efforts forward.

Process Management and Review:

• Ensures adequate documentation of the processes and procedures of the team’s services.
• Drive compliance for KYC and regulatory expectations
• Collects feedback from field activities to inform continuous improvement across operations
• Issue resolution and escalation

Requirements
Education:

• University Graduate Degree in a numerate, science, or other related field.
• Any other professional certification will be an added advantage.

Experience:

• At least 5 years of merchant onboarding or POS support experience, preferably in a reputable Financial Institution or FinTech company.

Application Closing Date
Not Specified.