Job Description

Roles & Responsibilities

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.

What You Will Be Doing

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.

What Makes You a Great Fit

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.

In order to be successful in this role, we believe that you will have:

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.

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