Job Description
Merchant Onboarding Manager
Department: Business Development
Employment Type: Full Time
Location: KSA
Reporting To: Arpit Jain
As a Merchant Onboarding Manager, you will lead and support a team of Merchant Onboarding Executives responsible for activating Tabby’s merchant partners. 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.
Key Responsibilities
Key Responsibilities
1. Team Leadership & Sales Culture
- Hire, train, and lead a large team of Inside Sales Managers and Executives.
- Build a high-performance culture focused on distinct KPIs: Call volume, connect rates, conversion rates, and time-to-live.
- Coach managers on driving daily productivity and holding their teams accountable.
- Foster a culture of trust, directness, and psychological safety, while maintaining uncompromising standards for output.
2. Tech-Enablement & Pre-Qualification
- Lead the integration of technology (AI, automation, or CRM tools) to automate the pre-qualification of leads before they reach the sales team.
- Design workflows where technology handles the heavy lifting of vetting, allowing your sales team to focus solely on high-quality, convertible merchants.
- Continuously audit our sales stack to remove friction and increase "selling time" per agent.
3. Operational Ownership (The Funnel)
- Own the end-to-end funnel metrics
- Identify leakage points in the funnel. If merchants are stalling at the "Approved" stage, you find the root cause and fix it.
- Review numbers daily/weekly. Challenge performance narratives with data, not feelings.
- Balance speed with quality, ensure we are launching merchants fast, but also launching them correctly so they transact immediately.
4. Process Design & Continuous Improvement
- Design and document SOPs and Playbooks for the sales and onboarding teams.
- Remove bottlenecks by clarifying dependencies between Sales, Risk, and Ops.
- Drive structural fixes over manual workarounds. If a process requires constant escalation, it is broken—you are here to fix it.
5. Performance Management & Reporting
Define clear success metrics (Daily Activity, Pipeline Health, Activation Speed) and ensure consistent tracking via dashboards.
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Collective Performance Model: Implement a structure where team success dictates individual success. Ensure transparency in how targets are set and reviewed.
- Hold managers accountable for outcomes (revenue/live merchants), not just outputs (number of calls made).
6. Cross-Functional Alignment
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Act as the primary bridge between RevOps, Risk, Legal, Product, and Tech.
- Translate cross-functional constraints (e.g., changes in Risk policy) into clear execution plans for your sales floor.
- Escalate strategically, bring solutions and context, not just noise.
What Success Looks Like
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High Efficiency: High volume of calls/activities yielding high conversion rates due to effective pre-qualification tech.
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Speed to Lead: Merchants are contacted, signed, and activated rapidly.
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Predictability: Targets are hit consistently without end-of-month panic/firefighting.
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Strong Leadership: You have built a layer of strong managers who can run the floor independently
