Merchant Operations Lead: Onboarding & Process Excellence

PayJoy, Inc; Taguig; On-site; PHP 550,000 - 900,000; Full time

Benefits offered by this job

100% Company Funded Health Insurance

20 days vacation

Phone finance

Headphone

Home office equipment

Wellness perks

Co-working travel perk

Professional development perk

Catered Lunch

Job summary

PayJoy, a mission-driven credit provider, seeks a Merchant Operations Supervisor to mentor a team focused on improving partner onboarding and store operations. You will coordinate admin/merchant/clerk onboarding, identify risks, and provide insights to stakeholders.

Your role includes guiding partner queries, ensuring accurate documentation, and driving process improvements across teams for a superior merchant experience.

Qualifications

• Bachelor's degree required in a related field.
• Minimum 2 years leading 3+ subordinates in merchant or business support.
• Strong data analysis skills and attention to detail.
• Familiarity with CRM systems like Zoho and Zendesk.
• Experience with SQL and analytics is a plus.

Responsibilities

• Handle partner queries, support requests, and coordination; maintain a positive partner experience; own partner communication channel and NPS.
• Manage merchant/partner onboarding, documentation, data entry, and records; streamline onboarding for accuracy and compliance.
• Oversee store operations, including creation, closure, and clerk management for smooth operations.
• Focus on process optimization; identify bottlenecks; improve cross-team collaboration.
• Provide technical guidance to customers on product usage.
• Document issues with the merchant console and elevate complex issues to higher-level support.
• Standardize and localize onboarding and support processes for partners.
• Act as SME for partner issues and concerns.
• Provide accurate information using appropriate tools; deliver weekly reports with recommendations.

Skills

Team leadership

Data analysis

CRM systems

SQL

Google Suite

Microsoft Excel

Analytics

Clear communication

Process improvement

Education

Bachelor's degree in industrial engineering, administration, or related field

Tools

Google Suite

Microsoft Excel

Analytics

Zoho

Zendesk

SQL

Job description

PayJoy, a mission-driven credit provider, seeks a Merchant Operations Supervisor to mentor a team focused on improving partner onboarding and store operations. You will coordinate admin/merchant/clerk onboarding, identify risks, and provide insights to stakeholders.

Your role includes guiding partner queries, ensuring accurate documentation, and driving process improvements across teams for a superior merchant experience.