Associate Manager Customer Delight

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.
• Strong 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.