Merchant Onboarding Executive

About the Role

Tabby is seeking a Merchant Onboarding Executive to join their team in KSA. This full-time role is central to activating SME merchants across various markets, managing the complete onboarding process from initial application to successful integration and configuration. The position requires 0-1 years of experience.

Key Responsibilities

• Manage the entire merchant onboarding lifecycle, ensuring activation and backend integration.
• Configure merchant access, settings, and dashboards prior to activation.
• Guide merchants through the onboarding process and provide ongoing support.
• Resolve stalled, escalated, or time-sensitive onboarding cases.
• Address daily drop-off applications by identifying issues, following up via phone and email, and assisting with documentation.
• Manage daily reset applications by collaborating with the Risk team to identify document issues and communicating corrections to merchants.
• Investigate integration issues, including backend and technical errors, and implement solutions.
• Support merchants with e-commerce integrations as needed.

Cross-functional Collaboration

• Coordinate with internal teams, including Business Development, Risk, Legal, and Product, to remove onboarding blockers.
• Collaborate with Business Development to enhance lead handoff and onboarding workflows.
• Support internal teams in accelerating merchant activation processes.

CRM and Performance Management

• Maintain accurate CRM records and ensure data hygiene.
• Track merchant progress throughout the onboarding funnel.
• Monitor and report against daily, weekly, and monthly Key Performance Indicators (KPIs).
• Ensure adherence to Service Level Agreements (SLAs) and Net Promoter Score (NPS) targets.

Process Improvement

• Evaluate pre- and post-website onboarding activities.
• Monitor merchant transactions and ensure Tabby's online presence aligns with brand guidelines.
• Contribute to process improvements focused on increasing onboarding efficiency, data integrity, reporting automation, cross-functional collaboration, and pipeline conversion.

Candidate Profile

The ideal candidate will have 0-1 years of experience and a focus on operational excellence and merchant success. This role requires strong communication skills and the ability to work effectively with both merchants and internal stakeholders to resolve issues and improve conversion rates.