On-Site

Senior Manager - Merchant Onboarding (Program Manager)

Job type:
Full Time
· Department:
Merchant Onboarding
· Work type:
On-Site

Bellandur, Karnataka, India

We are looking for a Senior Manager, Merchant Onboarding to own regulatory, statutory, concurrent, internal, and external audits for merchant onboarding, while also holding overall governance of onboarding SOPs, process adherence, and AML/EDD execution.

The role is primarily accountable for audit closure, root cause analysis, and CAPA — partnering with Operations, Product, Technology, Risk, Compliance, and Legal, ownership of SOP upkeep, process-adherence reporting, and AML/EDD oversight to keep onboarding audit-ready year-round. We're looking for someone from a fintech, payments, or bank onboarding/compliance background who is comfortable using AI and modern tech tools to solve problems, not just manage them manually.

• Act as the single point of contact for all onboarding-related regulatory, statutory, concurrent, internal, and external audits.

• Conduct detailed research across internal systems, policies, operational records, and documentation to prepare accurate, timely, and evidence-backed responses to audit observations.

• Ensure every audit observation is responded to and closed within agreed regulatory and internal timelines.

• Maintain complete audit documentation, evidence repositories, and audit trails.

• Perform root cause analysis for every audit observation to identify underlying process, product, or system control gaps.

• Develop structured corrective and preventive action (CAPA) plans to eliminate recurrence of observations.

• Provide advisory to Operations, Product, and Technology teams on control gaps identified through audits, and partner with them to design sustainable, ideally automated, fixes.

• Use AI and automation tools to speed up evidence-gathering, observation analysis, and CAPA tracking wherever possible.

• Serve as the primary coordination point for all internal compliance items relating to onboarding, liaising with Compliance, Legal, Risk, and Operations.

• Own end-to-end governance of audit and compliance action items across multiple teams, all year round — tracking progress, resolving blockers, and driving accountability.

• Establish governance mechanisms — reviews, dashboards, escalation frameworks — and present progress, risks, and mitigation plans to senior leadership.

• Own onboarding SOPs and process documentation, keeping them current with every product, regulatory, or process change.

• Build and maintain reporting/dashboards to track process adherence and flag exceptions or control deviations.

• Maintain oversight of AML and EDD (Enhanced Due Diligence) execution quality for onboarding, coordinating with the teams running day-to-day AML/KYC checks.

• Recommend automation and AI-enabled opportunities to reduce manual effort across SOP tracking, reporting, and control monitoring.

• 7+ years of experience in Onboarding Operations, Audit Handling, or Risk Operations within Payments, Fintech, or Banking.

• Hands-on comfort with AI and modern tech tools (e.g., LLM-based assistants, automation platforms, SQL/BI tools) to solve operational and compliance problems, not just track them.

The ideal candidate should possess a strong understanding of:

• Merchant/customer onboarding and lifecycle management in a bank, fintech, PA/PG, or acquiring context.

• AML, KYC, and enhanced due diligence (EDD) processes.

• RBI regulations applicable to Payment Aggregators and Payment Gateways, and/or banking compliance norms.

• Card scheme and network compliance requirements (Visa, Mastercard, RuPay, American Express, etc.).

• Using AI/automation tools to build reporting, streamline audit evidence collection, or flag exceptions at scale.

• Strong program management skills with the ability to drive complex cross-functional audit and compliance initiatives.

• Excellent stakeholder management across Operations, Product,…