Merchant Onboarding Manager📣 Job Ad

About the Role

Tabby is seeking a Merchant Onboarding Manager to join the Business Development team in Riyadh, Saudi Arabia. This full-time role is responsible for activating merchant partners and ensuring operational efficiency throughout the onboarding process. The position involves leading and supporting a team of Merchant Onboarding Executives, refining processes, driving performance, and fostering a high-performance culture.

The role requires a blend of strategic process optimization and hands-on operational execution. Key duties include managing daily workflows, handling escalations, driving special projects, and developing dashboard reporting to support scalability and continuous improvement in merchant onboarding.

Key Responsibilities

• Lead, hire, train, and develop a team of Inside Sales Managers and Executives focused on merchant onboarding.
• Cultivate a high-performance culture by setting and driving distinct KPIs, including call volume, connect rates, conversion rates, and time-to-live.
• Coach managers on maximizing daily productivity and ensuring their teams meet performance targets.
• Foster a team environment built on trust and directness, while upholding high standards for output.
• Spearhead the integration of technology, such as AI, automation, or CRM tools, to automate lead pre-qualification.
• Design workflows that leverage technology for merchant vetting, allowing the sales team to focus on high-quality leads.
• Continuously audit the sales technology stack to identify and remove friction points, increasing "selling time" per agent.
• Own and manage end-to-end funnel metrics, identifying and resolving leakage points to ensure smooth merchant progression.
• Review performance data daily and weekly, challenging performance narratives with data-driven insights.
• Balance the need for speed in merchant launches with accuracy to ensure immediate transaction capability.
• Design and document Standard Operating Procedures (SOPs) and Playbooks for sales and onboarding teams.
• Proactively remove bottlenecks by clarifying dependencies between Sales, Risk, Legal, and Operations teams.
• Drive structural fixes for process inefficiencies, ensuring processes requiring constant escalation are identified and rectified.
• Define clear success metrics for daily activity, pipeline health, and activation speed, ensuring consistent tracking via dashboards.
• Implement a collective performance model where team success influences individual success, ensuring transparency in target setting and review processes.
• Hold managers accountable for achieving outcomes, such as revenue generation and live merchant numbers.
• Act as the primary liaison between RevOps, Risk, Legal, Product, and Tech departments.
• Translate cross-functional constraints, such as changes in risk policy, into clear execution plans for the sales floor.
• Escalate issues strategically, providing solutions and context.

Qualifications and Requirements

• 5-10 years of experience in a relevant field.
• Proven experience in leading and managing teams.
• Demonstrated ability to refine processes and drive operational excellence.
• Experience with technology integration and automation in a sales or onboarding context.
• Strong analytical skills for data analysis and performance reporting.
• Experience in designing and documenting SOPs and playbooks.
• Proficiency in cross-functional alignment and strategic escalation.

Required Skills

• Team Leadership
• Sales Culture Development
• People Management
• Organization
• Operational Execution
• Process Refinement
• Performance Driving
• Operational Excellence
• Dashboard Reporting
• Process Optimization
• Tech-Enablement
• Automation
• CRM Tools
• Sales Stack Auditing
• Funnel Metrics Ownership
• Root Cause Analysis
• Data Analysis
• SOP Design
• Playbook Design
• Bottleneck Removal
• Cross-Functional Alignment
• Strategic Escalation

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role is part of the Business Development department.