Program Manager Banking & Merchant Onboarding (Escrow & Current Account Payouts)

Job Title: Program Manager – Banking & Merchant Onboarding (Escrow & Current Account Payouts)

Department: Operations – Banking Program Management

Location: New Delhi

Experience: 4–5 Years

Education: Graduate / Post Graduate (Finance, Banking, Project Management preferred)

Role Overview:

The Program Manager – Banking Integrations & Go-Live will manage the end-to-end bank and merchant onboarding journey, starting from post-onboarding until successful go-live and activation of services. The role requires strong coordination across internal teams (Alliances, Sales, Product, Tech, Operations) and external stakeholders (partner banks, payment partners, merchant teams).

The primary focus will be to ensure seamless implementation of Pay-in, Payout, and Escrow solutions and accelerate customer go-live while maintaining compliance, operational accuracy, and strong banking relationships.

Key Responsibilities:

1. Go-Live Program Management

• Own the complete go-live responsibility with strict TAT adherence.

• Drive the customer journey from onboarding completion to successful live activation.

• Track implementation progress and ensure readiness across product, tech, and banking partners.

• Ensure timely activation of Pay-in, Payout, and Escrow solutions.

2. Stakeholder Coordination

• Work closely with internal teams: Sales, Alliances, Product, Tech, and Operations.

• Coordinate with external stakeholders: bank teams, payment partners, merchant technical teams.

• Act as the single point of contact (SPOC) for all updates, progress tracking, and escalations until go-live.

3. Banking & Integration Coordination

• Facilitate technical and operational integration with bank partners and payment aggregators.

• Ensure accurate configuration of all payout, pay-in, and escrow workflows.

• Lead UAT cycles, validation processes, and pre-activation readiness checks.

4. Customer Activation & Support

• Guide merchants through integration, testing, and final activation stages.

• Conduct go-live readiness reviews and support smooth first-transaction execution.

• Identify and resolve blockers impacting onboarding timelines.

• Align internal and bank teams to ensure the first successful live transaction.

5. Process Monitoring & Improvement

• Track and report go-live metrics, SLA performance, and operational bottlenecks.

• Collaborate with internal teams to optimize onboarding-to-go-live turnaround time.

• Provide structured weekly updates, dashboards, and insights to leadership.

Requirements

Skills & Competencies:

• Strong understanding of banking integrations, pay-in, payout, and escrow workflows.

• Prior experience working with banking teams, payment gateways, or fintech platforms.

• Excellent communication, coordination, and multi-stakeholder management.

• Ability to manage multiple programs in parallel with attention to detail.

• Analytical and problem-solving mindset with strong execution skills.

• Well-versed in project management methodologies.

Preferred Background:

• Experience in Fintech, Banking, Payment Gateway, or Digital Payments industry.

• Exposure to banking API integrations and alliance operations.

• Knowledge of settlement flows, escrow operations, reconciliation, and payout systems.

Success Metrics:

• Reduction in onboarding-to-go-live TAT

• % of customers activated within defined timelines

• First transaction success rate

• Stakeholder coordination efficiency

• Reduction in delays arising from operational or integration gaps