Payments Contract Onboarding Lead

Nexi Career Site; Schweiz; Sur place; CHF 130 000 - 190 000; Plein temps

Avantages offerts par ce poste

Competitive benefits

Tech equipment

International team

Résumé du poste

Nexi Switzerland is seeking a Contract Onboarding Manager to lead the terminal contract onboarding team and ensure seamless, timely onboarding for merchant terminals. You will collaborate with Sales, Customer Service, IT, Logistics, Finance, and Product to optimise processes and drive automation, balancing quality with scalability.

The role focuses on operational excellence, KPI governance, and people development in a fast-moving tech-driven payments environment.

Qualifications

• At least 5 years of experience in operations, customer onboarding, contract management, payments, or a comparable environment.
• Previous people management experience in an operational team.
• Experience managing high-volume back-office or onboarding activities, including workload, service levels, and quality.
• Experience with process improvement, automation, or transformation initiatives is highly desirable.
• Experience in merchant acquiring, payment terminals, fintech, banking, or financial services is an advantage.
• Fluent in French, good English level, other Swiss languages appreciated.

Responsabilités

• Ensure accurate and timely onboarding of terminal contracts.
• Oversee contract onboarding, terminal activation and setup, MyPortal ticket processing, contract cancellations, customer data maintenance, acquirer changes, and third-party acquiring activation requests.
• Monitor daily operations to meet service levels, quality standards, and target processing times.
• Manage backlogs, priorities, workload distribution, and operational escalations.
• Identify and control operational risks and ensure adherence to policies and compliance.
• Own, document, and continuously improve onboarding processes and procedures.
• Lead initiatives to reduce onboarding cycle time, increase first-time-right processing, and improve scalability.
• Drive automation and digitalisation initiatives in collaboration with Product, IT, and other stakeholders.
• Establish governance, controls, and reporting for onboarding operations.
• Define, monitor, and report on operational KPIs including onboarding lead time, backlog, productivity, and SLA adherence.
• Lead, coach, and develop the Terminal Contract Onboarding team.
• Create a culture of accountability, customer focus, collaboration, and continuous improvement.
• Define objectives and monitor performance against KPIs.
• Support employee development through coaching, training, and succession planning.
• Manage workforce planning, recruitment, and onboarding of new team members.
• Act as the primary operational contact for Sales, Customer Service, Technical Support, Logistics, Finance, Product Management, IT, and external partners.
• Ensure cross-functional communication, handovers, and resolution of dependencies.
• Provide onboarding expertise and input to strategic projects and product/process changes.
• Ensure onboarding experiences are simple, transparent, and reliable for merchants.
• Proactively manage customer-impacting issues and escalations.
• Improve communication and end-to-end ownership with customer-facing teams.
• Use feedback and insights to prioritise improvements.

Connaissances

Operations leadership

People management

Process improvement

Automation initiatives

Payments domain knowledge

French language

English language

Outils

MyPortal

Description du poste

Nexi Switzerland is seeking a Contract Onboarding Manager to lead the terminal contract onboarding team and ensure seamless, timely onboarding for merchant terminals. You will collaborate with Sales, Customer Service, IT, Logistics, Finance, and Product to optimise processes and drive automation, balancing quality with scalability.

The role focuses on operational excellence, KPI governance, and people development in a fast-moving tech-driven payments environment.