Merchant Ops Team Lead

The Merchant Ops Team Lead enables business growth on the Xendit platform by reviewing and processing merchant KYC profiles to ensure regulatory compliance. The role involves assessing eligibility for various business use cases and supporting payment channel activations by coordinating with external partners and internal teams to resolve issues and unblock delays. The position requires close collaboration with cross-functional teams, including Compliance, Risk, Product, Sales, and Partnerships, to streamline onboarding and activation processes while ensuring a smooth end-to-end merchant experience.

Lead the Merchant Operations for Thailand team, overseeing performance management, coaching, and team development.

Monitor team performance and identify improvement areas, working with relevant stakeholders to drive enhancements.

Coordinate with local and global stakeholders to ensure a smooth merchant onboarding experience and aligned requirements.

Drive operational excellence by improving processes, reducing inefficiencies, and ensuring SLA adherence.

Act as the escalation point for complex cases and ensure timely resolution.

Bachelor’s degree from a reputable university majoring in Business Administration, Finance/Accounting, Communications, or Computer Science/IT.

3 to 5 years of experience working in a customer facing role, Merchant Onboarding, or similar nature.

Must be Professionally fluent in both English and Thai.

Standard proficiency with Microsoft Office or Google Suite tools.

Prior experience in a fintech/banking operations function or opening client accounts is a plus.