Business Operations Assistant Manager

Federal Soft Systems Inc; Chennai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Federal Soft Systems Inc in Chennai seeks an experienced Onboarding & Deployment Operations professional to manage merchant onboarding pipelines, ensure timely deployments, and maintain clear escalation paths. You will collaborate across logistics, tech, compliance, and finance to meet SLAs and drive successful partner activations.

The role requires strong Excel skills, cross-functional coordination, and a bachelor’s degree, with a focus on fintech or payments onboarding workflows.

Qualifications

• 24 years of experience in business operations, partner operations, or account operations—fintech, payments, or banking background preferred.
• Strong Excel/Google Sheets skills; comfortable building trackers, dashboards, and MIS reports.
• Working familiarity with merchant onboarding, KYC processes, or POS/QR deployment workflows.
• Highly organized with strong follow-through—able to manage multiple open items across teams without items falling through the cracks.
• Clear written and verbal communication; comfortable coordinating across cross-functional teams.
• Experience with CRM tools (Salesforce/Zoho) is a plus, not mandatory.

Responsibilities

• Track and drive merchant onboarding pipelines for assigned partner accounts (KYC status, device dispatch, activation, and go-live).
• Coordinate with logistics, tech, and field teams to ensure POS/QR device deployment TATs are met.
• Flag and elevate onboarding bottlenecks before they impact partner SLAs.
• Maintain a live log of partner-reported issues and drive them to closure with internal teams; prepare escalation summaries.
• Build and maintain partner health dashboards: activation rates, transaction volumes, churn, complaint TAT, and SLA adherence.
• Prepare data packs and slide inputs for partner business reviews (QBRs/MBRs).
• Maintain SOPs for onboarding, escalation handling, and partner reporting workflows; flag process gaps and suggest improvements.
• Assist in settlements/invoice reconciliation coordination with finance for assigned accounts.
• Act as the day-to-day operational point of contact for partner-side operations; coordinate across tech, risk, compliance, logistics, and finance.

Skills

Highly organized

Strong written & verbal communication

Cross-functional coordination

Stakeholder management

Ability to manage multiple open items

Education

Bachelor's degree

Tools

Excel/Google Sheets

Salesforce/Zoho (CRM tools)

Job description

Role & responsibilities

Key Responsibilities

Onboarding & Deployment Operations

• Track and drive merchant onboarding pipelines for assigned partner accounts KYC status, device dispatch, activation, and go-live
• Coordinate with logistics, tech, and field teams to ensure POS/QR device deployment TATs are met
• Flag and elevate onboarding bottlenecks before they impact partner SLAs

Escalation & Issue Tracking

• Maintain a live log of partner-reported issues (technical, settlement, KYC, compliance) and drive them to closure with relevant internal teams
• Support the Client Success Senior Manager in preparing escalation summaries and root-cause notes for recurring issues
• Follow up directly with internal stakeholders (ops, tech, compliance, finance) to unblock pending items

Reporting & MIS

• Build and maintain partner health dashboards: activation rates, transaction volumes, churn, complaint TAT, and SLA adherence
• Prepare data packs and slide inputs for partner business reviews (QBRs/MBRs)
• Maintain accurate, up-to-date records

Process & Documentation

• Maintain SOPs for onboarding, escalation handling, and partner reporting workflows; flag process gaps and suggest improvements
• Support settlement/invoice reconciliation coordination with finance for assigned accounts
• Assist in preparing partner-facing documentation onboarding kits, process notes, FAQs

Cross-functional Coordination

• Act as the day-to-day operational point of contact for partner-side operations/ops teams, under guidance from the Client Success Senior Manager
• Coordinate internally across tech, risk, compliance, logistics, and finance to ensure timely resolution of operational requests
• Support ad hoc projects and audits as directed

Preferred candidate profile

• 24 years of experience in business operations, partner operations, or account operations — fintech, payments, or banking background preferred
• Strong Excel/Google Sheets skills; comfortable building trackers, dashboards, and basic MIS reports
• Working familiarity with merchant onboarding, KYC processes, or POS/QR deployment workflows is a strong plus
• Highly organized with strong follow-through — able to manage multiple open items across teams without things falling through the cracks
• Clear written and verbal communication; comfortable coordinating across cross-functional teams
• Experience with CRM tools (Salesforce/Zoho) is a plus, not mandatory
• Bachelor's degree required