The role is responsible for owning and managing end‑to‑end customer onboarding and product journeys across physical, digital, and assisted channels. The incumbent will drive adoption of POS, Sound Box and QR solutions, ensure smooth post‑go‑live operations, manage continuous journey enhancements, and enable teams through structured training while ensuring compliance across forms and documentation.

1. End‑to‑End Onboarding Journey Management

Own and manage the complete merchant onboarding lifecycle across physical and digital channels.
Handle onboarding through multiple mediums including Current Account (CA), 811, Private Banking, and other assisted or specialized channels.
Ensure seamless integration, regulatory compliance, and consistent customer experience across all onboarding touchpoints.

2. Product & Journey Adoption

Drive and scale adoption of POS, Sound Box and QR solutions.
Enable product uptake through Unified and integrated onboarding journeys.
Work closely with business, sales, and channel teams to align journey design with business growth objectives.

3. Post Go‑Live Support & Issue Management

Manage post go‑live stabilization, including issue tracking, resolution, and escalations.
Act as the single point of contact (SPOC) for journey‑related queries and operational issues.
Perform root‑cause analysis in collaboration with technology, operations, and compliance teams.

4. Training & Enablement

Design and deliver training programs for internal teams and channel partners.
Conduct regular product and journey trainings on POS, SB, QR, and onboarding workflows.
Ensure readiness of frontline, CPC, and support teams during new launches or enhancements.

5. Requirement & Change Management

Capture, analyse, and manage new business, operational, or regulatory requirements for existing journeys.
Coordinate with stakeholders for prioritization, development, testing, and rollout.
Ensure minimal disruption to live journeys while introducing enhancements.

6. Forms & Documentation Governance

Own modifications and version control for AOF, AMF, and QR forms.
Manage timely updates on the intranet, ensuring regulatory and operational compliance.
Conduct structured training sessions for CPC and operations teams on updated forms and processes.

Key Skills & Competencies

Strong understanding of digital & physical onboarding journeys
Knowledge of payments, POS, SB and QR products
Experience in journey ownership, go‑live management, and stabilization
Stakeholder management across business, tech, and ops
Training and change management capability
High attention to compliance, documentation, and process governance

Experience & Qualifications (Indicative)

Experience in banking, payments, digital products, or journey management
Exposure to retail or consumer banking onboarding journeys
Experience working with cross‑functional teams in a regulated environment

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