About the Role:
Responsible for global merchant channel onboarding / registration operations supporting the lines of business: Antom (a leading provider of payment processing services to merchants worldwide via one-stop digital payment solutions) & Alipay+ (a suite of cross-border digital payment and digitalization technology solutions connecting global brands with mobile-savvy consumers worldwide).
Responsibilities:
- Work closely with stakeholders of Risk Management, Business Development, Account Manager, FI (Financial Institution) business, supporting the merchants registration and onboarding operations which is a very key business process before business go-live. Be the first point of contact for every merchant onboarding matter and closely work with various stakeholder teams to resolve any questions or issues from the merchant & business.
- Be an internal product advocate, track product processes and contribute to the platform feedback and issues you get back from the merchants and lead the optimization on the operational product and process.
- Manage all your daily operational work/projects productively within the agreed SLAs, adhere to the KYB/KYC requirements/guidelines and keep updating the best practices, leading the product and process optimization, driving better and more efficient onboarding experience.
- Responsible for cross-functional collaboration with payment channel teams and risk control teams to ensure real-time onboarding requirement synchronization. Key duties include maintaining version-controlled SOP (standard operational process) documentation internally, conducting quality assurance including bi-weekly quality check/mitigation plan & daily case review.
- Establish and maintain effective relationships within all the stakeholders.
- Communicate with payment channels via phone, email - where needed - to facilitate to provide a great onboarding experience from an operational perspective.
Qualifications:
- Have a great sense of responsibility and take ownership for the daily work;
- Working knowledge & operational experience of merchant KYC & CDD in payment industry;
- Great communication skills with a strong team spirit, not afraid to step out of your comfort zone;
- Demonstrable analytical and critical mindset with strong problem-solving skills, excellent attention to detail;
- Proactive, organised and highly efficient - able to work independently through periods of high volumes;
- Ability to balance commercial drivers and risk management;
- Excellent written and verbal communication skills;
- High responsiveness, collaboration & team orientated ethics;
- Positive, flexible, and keen to continue learning and improving;
- Have a natural tendency to be curious and think outside of the box;
- Fluent in English and with global working experience is preferred.
