Merchant Onboarding & Acquiring Operations Specialist

: Merchant Onboarding & Acquiring Operations Specialist

Department: Merchant Acquiring / Cards Operations

Duration: 1 YEAR, CONTRACT and REMOTE

Job Purpose

We are seeking an experienced Merchant Onboarding & Acquiring Operations Specialist to manage end-to-end onboarding, configuration, and support of POS and E-Commerce merchants. The role ensures compliance with policies, procedures, and regulatory requirements, while providing timely issue resolution, maintaining accurate MIS reporting, and supporting business growth through seamless merchant lifecycle management.

Key Responsibilities

• Merchant Onboarding & Compliance
• Review and validate Merchant Agreements, KYC documents, Trade Licenses, and MOA in line with regulatory and internal policy requirements.
• Perform system checks, raise exceptions, and ensure timely merchant setup on POS and E-Com acquiring platforms.
• Maintain strict adherence to policy, procedure, and compliance frameworks during onboarding.
• Merchant Servicing & Support
• Manage end-to-end resolution of merchant queries, complaints, and service requests through the helpdesk.
• Ensure timely and accurate communication with merchants, keeping them updated on status and resolution timelines.
• Escalate critical issues to senior management or onshore teams as needed, ensuring quick closure.
• Operations Monitoring & Reporting
• Monitor daily MIS, productivity sheets, and business MI to ensure accurate settlement processing and merchant payments.
• Oversee daily, weekly, and monthly reconciliation of PJR (Payment Journal Reports) and settlements.
• Stakeholder Collaboration
• Coordinate with Business, Merchant Support Units (MSU), and internal teams for settlement issues and process enhancements.
• Provide value-added advisory support to merchants, business groups, and related units for smooth operational management.

Operating Environment & Relationships

• Interact regularly with business stakeholders, operations teams, and onshore support for timely issue resolution.
• Escalate any process deviations or compliance exceptions to Line Manager or relevant governance team.

Knowledge, Skills, and Experience

• Education & Experience: 56 years of experience in cards domain, merchant acquiring operations, or multi-discipline banking operations.
• Strong understanding of merchant onboarding, POS/E-Com acquiring products, payment gateways, and aggregator models.
• Hands-on experience with KYC, AML requirements, and merchant due diligence.
• Proficiency in Prime Platform, Flexcube, or other card management systems.
• Excellent communication, analytical, and stakeholder management skills.
• Knowledge of regulatory requirements and compliance standards for merchant acquiring.