Manager

Deputy Manager/Manager - Merchant Operations & KYC

Location: Gurugram |

Work Mode: Hybrid
Experience: 5-8 Years

About the Role

We are looking for an experienced professional to manage Merchant Operations, KYC/Re-KYC, Merchant Support and Compliance Operations. The role will be responsible for end-to-end merchant onboarding, regulatory compliance, process improvement, automation and leading a team of 8-9 members.

Key Responsibilities

• Manage end-to-end merchant onboarding, including documentation, verification, approval and activation.
• Ensure compliance with KYC Master Direction and applicable regulatory guidelines.
• Manage KYC/Re-KYC, AML, PEP and Sanction Screening processes.
• Conduct merchant risk checks and ensure timely resolution of compliance exceptions.
• Lead merchant support, inbound operations, queries and escalations while ensuring SLA adherence.
• Manage and develop a team of 8-9 members, including KPIs, productivity and training.
• Identify process gaps and drive automation, IVR and workflow improvements.
• Track operational metrics, productivity, SLA and quality parameters.
• Prepare and present weekly MIS and performance reports to management.
• Use data and insights to identify operational bottlenecks and improve processes.
• Work with Risk, Compliance and other internal stakeholders on merchant-related issues.
• Gather merchant feedback and drive improvements in overall merchant experience.

Key Requirements

• Strong knowledge of KYC Master Direction and KYC compliance.
• Hands-on experience in Merchant Onboarding, KYC/Re-KYC, AML, PEP and Sanction Screening.
• Practical experience in banking operations, account opening and merchant risk checks.
• Experience in Merchant Operations, Payments, Fintech, Banking, NBFC or Merchant Acquiring.
• Strong team management experience, preferably handling 8-9 members.
• Good communication, stakeholder management and escalation handling skills.
• Strong analytical and problem-solving abilities.
• Proficiency in MS Excel and MS Office.
• Experience in MIS, reporting, process improvement and automation.

Preferred Industry

Banking | Fintech | Payments | NBFC | Merchant Acquiring | Digital Financial Services