BharatPe - Senior Manager - Merchant Onboarding & Risk Management

Senior Manager - Merchant Onboarding & Risk Management

Responsibilities will include:

Functional Expertise:

- Develop a structured process and payout structure for the GT and OT teams to ensure quality onboarding and sustained sales growth. (eg. 90 days activation targets to be with sourcing channels)

- Establish a system for tracking and analyzing the performance of the GT and OT teams. (reviewing the portfolio to ensure people are not exploiting the payout structure and we are actually onboarding Quality Merchants)

- Conduct regular training sessions for onboarding teams to enhance their efficiency and effectiveness. (Train the trainer, here he should review regularly the feedback from trainers on questions that they are not effectively able to address)

- Collaborate with marketing teams to align messaging and promotions with onboarding strategies. (Communicating the right plan effectively according to the organization priorities)

Problem Solving:

- Handle exception requests from GT and OT teams, providing reduced MDR approvals based on TPV commitments and tracking these exceptions.(Customized commercials basis exceptions and reviewing that are meeting the commitment given or otherwise revising the commercials upward)

- Onboard new DSAs to expand the sales network and reach new markets. (Work with Network teams to on-board DSAs who can support swipe sale through their existing networks etc)

- Implement customer feedback mechanisms to improve the overall onboarding experience.

- Develop and maintain documentation for onboarding processes, ensuring consistency and compliance.

- Establish an effective process for activating and unlocking merchants, ensuring smooth operations and minimizing downtime for merchants.

- Continuously assess and enhance the effectiveness of fraud prevention measures through feedback loops and data-driven insights.

Interaction:

- Regularly review and update the onboarding process based on feedback and evolving business needs. (Work with Merchant experience team and work with cross functional team to get the fixes done to address the VOMs)

- Monitor competitor offerings and introduce new schemes for merchants and FSEs to stay competitive in the market. (Understand new plans, work with finance team to check the PnL impact and roll-out new plan)

- Monitor and analyze TMS rules regularly to identify potential issues and minimize their impact on merchant transactions. Challenge rules to ensure genuine Merchants don't face any service issues.

- Collaborate with relevant teams to continuously update and enhance TMS rules based on evolving fraud trends and industry best practices.

- Investigate chargeback and fraud patterns, develop mitigants, and implement preventive measures to control chargeback rates and safeguard against frauds.

- Implement additional checks in the system to control fraud by improving the quality of the funnel, addressing vulnerabilities at various stages of the transaction process. (CPV at the time of delivery, Welcome calling etc)

To succeed in the role (Impact):

- Ensuring the quality onboarding of merchants and implementing effective measures to manage TMS, Chargebacks, and Frauds

Challenges & Decisions:

- Developing and executing strategies that contribute to sustainable growth while minimizing risks and losses.

Qualification & Experience (type & industry):

- At least 5 years of relevant experience in Merchant Acquiring, Fintech, or Banking sectors and overall 10 years of experience.

- Proven track record in developing and implementing successful merchant onboarding and risk management strategies.