Merchant Onboarding Manager
Department: Business Development - Sales
Employment Type: Full Time
Location: Egypt
Reporting To: Khaled Waleed
Description
As a Merchant Onboarding Manager, you will lead and support a team of Merchant Onboarding Executives responsible for activating Tabby’s merchant partners across KSA and UAE. You’ll play a critical role in refining processes, driving performance, and ensuring operational excellence across the onboarding funnel.This role requires a detail-oriented and proactive leader with strong people management skills, exceptional organization, and a hands-on approach to both team development and operational execution. You’ll not only manage day-to-day workflows and escalations, but also drive forward special projects, dashboard reporting, and internal process optimization to support scalability and continuous improvement.
Key Responsibilities
- Lead and support the onboarding team in activating merchants and managing backend setup and configurations.
- Own and refine onboarding processes to ensure speed, accuracy, and consistency across all touchpoints.
- Conduct daily audits on work quality, pipeline progress, and CRM hygiene, ensuring resets, drop-offs, and pending items are addressed.
- Oversee follow-ups on dropped-off and reset applications, ensuring timely merchant communication and documentation submission.
- Provide regular coaching and training to team members to improve communication, call quality, and overall merchant handling.
- Monitor and maintain a clean, active onboarding pipeline across the team, ensuring transparency and progress tracking.
- Track team and individual KPIs, generate reports, and surface insights to improve performance and remove bottlenecks.
- Create and manage internal onboarding dashboards to monitor progress, flag issues, and guide decision-making.
- Develop and maintain onboarding playbooks, checklists, and SOPs to ensure standardized processes and quality control.
- Collaborate cross-functionally (with Risk, Legal, BD, Product) to improve workflows, troubleshoot issues, and implement system/process improvements.
- Lead the rollout of new tools, policies, system enhancements, or pilot programs relevant to the onboarding flow.
- Support escalated or complex cases, ensuring fast and effective resolution while maintaining merchant satisfaction.
- Drive continuous improvement by identifying process gaps and proposing scalable solutions.
Skills, Knowledge & Expertise
- 3–4 years of experience in onboarding, operations, account management, or customer success, with proven team leadership.
- Strong experience in managing performance metrics, QA, reporting dashboards, or CRM systems.
- Skilled in process development, playbook creation, and operational scaling.
- Highly organized and detail-oriented, with strong project and time management skills.
- Excellent written and verbal communication in English & Arabic
- Comfortable leading change — from policy rollouts to system implementations or pilot launches.
- Team-oriented with a proactive problem-solving mindset and a passion for improving merchant experience.
- A background or strong interest in fintech, SaaS, or e-commerce is a plus.
- Great communication skills, both over the phone and via email, with a background in SME merchant success.
- A business - and solution-oriented mindset with a keen attention to detail, systematic, process driven and able to navigate unclear solutions calmly to support our merchants.
- An interest in fintech and e-commerce, with knowledge of the e-commerce system landscape (i.e., Magento, Shopify, API integrations) being a strong plus.
Job Benefits
What you can expect
- We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.
- A working environment that gives you autonomy and responsibility from day one.
- You should be comfortable with the idea that the quality of your work will influence the shape of your career.
- Participation in the company’s employee stock options program.
- Health Insurance.
- Flexi Perks: A monetary benefit that gives you the freedom to use it as you choose—whether for health and well-being, education and professional development or travel needs!