Merchant Onboarding Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks a Merchant Operations Training Lead to onboard merchants, train staff on platform usage, order management, and operational workflows. You will own end-to-end training programs, QC/QA checks, drive process improvements, maintain trackers and dashboards, and collaborate with cross-functional teams to enhance merchant performance.

The role requires strong communication, data analysis, and project management skills to scale training and SOPs across the

Qualifications

• Bachelor’s degree required in business or a related field.
• Experience in Merchant Operations or Training is preferred.
• Strong communication and stakeholder management skills.
• Proficient in Excel or Google Sheets and data tracking.

Responsibilities

• Onboard merchants and train on platform usage and workflows.
• Manage end-to-end training, scheduling, and follow-ups.
• Develop training decks, videos, SOPs, and reference materials.
• Perform QC/QA checks on merchant setup and activation.
• Identify, document, and correct QC/QA findings with teams.
• Monitor performance metrics and report progress.
• Drive process improvements and automation initiatives.
• Maintain trackers, dashboards, and process documentation.
• Collaborate cross-functionally with Merchant Onboarding, KAM/BD.

Skills

Merchant Operations

Training & Facilitation

QC/QA

Onboarding

Process Improvement

Stakeholder Management

Data Analysis

Project Management

Education

Bachelor's degree in Business, Operations Management, or related field

Tools

Microsoft Excel

Google Sheets

Job description

Job Description:

• . Conduct merchant onboarding and operational training, ensuring merchants are equipped with the necessary knowledge on platform usage, order management, and operational processes.
• . Manage the end-to-end training process, including training requests, scheduling, attendance, completion, reschedules, no-shows, and follow-ups.
• . Develop and continuously improve training decks, videos, SOPs, and reference materials to support merchant readiness and enable more scalable training.
• . Perform QC/QA checks on merchant setup and activation, including store information, location/pin/coordinates, menu setup, images/assets, and other critical onboarding requirements.
• . Identify and document QC/QA findings, coordinate necessary corrections with relevant teams, and conduct revalidation to ensure issues are properly resolved.
• . Monitor Training and QC/QA performance, SLAs, coverage, and key operational metrics, providing regular progress updates and identifying areas for improvement.
• . Analyze recurring issues and operational gaps to recommend and implement corrective actions, process improvements, and preventive measures.
• . Drive process improvement, automation, and standardization initiatives to improve efficiency and streamline Merchant Operations workflows.
• . Maintain accurate trackers, dashboards, reports, and process documentation to ensure visibility and proper monitoring of OPEX initiatives.
• . Collaborate closely with Merchant Onboarding, KAM/BD, and other cross-functional teams to address operational concerns and improve the overall merchant experience.
• . Wear multiple hats and support other Merchant Operations workstreams, special projects, and ad hoc requirements based on evolving team and business needs.

Requirements:

• . Bachelor's degree in Business, Operations Management, or a related field.
• . Relevant experience in Merchant Operations, Operations Excellence, Training, QC/QA, Onboarding, or Process Improvement, preferably within e-commerce, food delivery, logistics, or marketplace operations.
• . Strong communication, training/facilitation, analytical, problem-solving, and stakeholder management skills.
• . Proficient in Microsoft Excel/Google Sheets and comfortable working with trackers, dashboards, reports, and operational data.
• . Highly organized and detail-oriented, with the ability to manage multiple workstreams and priorities simultaneously.