Overview
Team Lead – Merchant Onboarding Jobs in WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia at Pine Labs Malaysia
Title: Team Lead – Merchant Onboarding
Company: Pine Labs Malaysia
Location: WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
We at Pine Labs are looking for those who share our core belief – “Every Day is Game day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.
Role Summary
We are looking for a highly driven Team Lead – Merchant Onboarding to manage end-to-end onboarding operations, drive team productivity, and ensure timely merchant activation. The role requires strong leadership, process optimization, and close coordination with internal and external stakeholders (including banks) to meet SLA commitments.
Responsibilities we entrust you with:
1. Team Management & Productivity Tracking
- Lead and manage a team of onboarding executives (approx. 4–8 members).
- Track and monitor daily, weekly, and monthly team performance against defined KPIs.
- Ensure optimal team productivity, workload distribution, and adherence to SLAs.
- Conduct regular performance reviews, feedback sessions, and coaching.
2. Merchant Onboarding Operations
- Oversee end-to-end merchant onboarding lifecycle (KYC/KYB validation to activation).
- Ensure accurate and timely onboarding of merchants across multiple channels.
- Drive continuous improvement in onboarding TAT and success rate.
3. Process Monitoring & Quality Assurance
- Implement and monitor QA frameworks to ensure data accuracy and compliance.
- Identify process gaps, errors, and rework; implement corrective actions.
- Maintain SOPs and ensure team adherence to defined processes.
4. Functional Monitoring & Deliverables
Own and track productivity across the following areas:
- Bank Submission Monitoring: Ensure timely and accurate submissions; reduce rejection rates.
- Fave Onboarding: Monitor onboarding pipeline and activation timelines.
- VAS Submission & Activation: Track value-added service enablement and success rates.
- LMS & Fiuu Onboarding: Ensure seamless onboarding and system readiness.
- Terminal Deployment: Coordinate deployment and ensure timely installation and activation.
5. Stakeholder & Bank Coordination
- Maintain close coordination with partner banks to ensure case approvals within SLA.
- Proactively follow up on pending cases and resolve bottlenecks.
- Act as a point of escalation for critical onboarding issues.
6. Reporting & MIS
- Prepare and share daily/weekly/monthly MIS reports on onboarding performance.
- Track key metrics such as:
- Onboarding TAT
- Approval rates
- Rejection rates
- Productivity per team member
- Provide actionable insights to improve efficiency.
7. Billing & Commission Management
- Prepare and validate monthly billing and commission reports.
- Ensure accuracy in payout calculations and timely submission.
- Coordinate with finance and stakeholders for closure.
Key Performance Indicators (KPIs):
- Merchant onboarding volume & activation rate
- Team productivity (daily/weekly/monthly output)
- SLA adherence (bank approvals, onboarding timelines)
- QA accuracy & error reduction
- Turnaround time (TAT) improvement
- Stakeholder satisfaction
What matters in the role:
- Bachelor’s degree in Business, Finance, or related field
- 3–6 years of experience in merchant onboarding / payments / fintech operations
- Prior experience in team handling (minimum 5–10 members)
- Strong knowledge of KYC/KYB processes
- Excellent stakeholder management and communication skills
- Proficiency in Excel, MIS reporting, and process tracking tools
- Experience working with banks, payment gateways, or fintech platforms
- Process automation mindset (Power Automate, Excel automation, etc.)
- Strong analytical and problem-solving abilities
