Provider & Merchant Onboarding Manager

Role summary

The Provider & Merchant Onboarding Manager will own the operating model that moves new merchants and providers from initial acceptance through activation readiness. This role is responsible for onboarding throughput, process quality, documentation completeness, coordination with verification requirements, and clear communication across internal and external stakeholders.

This is a management role for someone who can combine structured execution with partner-facing professionalism. The role requires strong process thinking, high-quality documentation habits, and the ability to keep activation work moving without compromising compliance, operational readiness, or experience quality.

Responsibilities

• Lead the onboarding workflow for new merchants and providers from intake through activation readiness.
• Manage onboarding specialists and related operational staff against throughput, quality, and turnaround targets.
• Own document collection, KYC coordination, readiness checklists, and activation control points.
• Design and maintain SOPs, onboarding playbooks, and issue-escalation routines for supply-side activation.
• Work closely with trust and safety, legal, finance, and product teams on requirements that affect onboarding quality.
• Track onboarding performance, drop-off causes, completion rates, and operational blockers using structured reporting.
• Improve onboarding clarity for external partners while protecting internal control and documentation standards.
• Support new launch programs, category expansion, or process changes that affect provider and merchant activation.

Required qualifications

• Bachelor's degree in business, operations, management, or a related discipline.
• 5+ years of experience in onboarding, account operations, partner operations, or process-heavy service environments.
• 2+ years of people management or team leadership experience.
• Experience managing document-led or compliance-influenced workflows with strong turnaround expectations.
• Strong organizational skills, process discipline, and written communication ability.
• Strong written and verbal communication skills in English.

Preferred experience

• Experience with merchant onboarding, provider onboarding, vendor management, or multi-sided platforms.
• Exposure to KYC, verification, documentation review, or operational readiness controls.
• Experience working in technology-enabled service businesses or platform environments.
• Experience implementing onboarding workflow improvements or operational automation.

Skills

• Onboarding operations
• Partner coordination
• Process management
• Documentation control
• Team leadership
• Operational reporting
• Stakeholder communication
• Execution discipline

Benefits

• Monthly gross salary in LKR with structured performance review cycles.
• Paid annual leave and public holiday entitlements in line with company policy.
• Health and wellbeing support available to full-time employees.
• Exposure to platform growth, operational readiness, and supply-side execution design.
• Professional development support for role-relevant training and certifications.

Equal opportunity

TeamZoro is an equal opportunity employer. We assess applicants based on capability, experience, judgment, and role alignment without discrimination based on race, ethnicity, religion, gender, sexual orientation, age, disability, marital status, or any other protected characteristic under applicable law.

Application instructions

Apply through TeamZoro Careers with an up-to-date CV. Include examples of onboarding design, activation operations, documentation control, or measurable throughput improvements where possible. Shortlisted candidates will be contacted for the next stage.