Merchant Ops Team Lead

About the Job

As a Merchant Operations Analyst, you will play a critical role in enabling businesses to grow on Xendit’s platform. You will be responsible for reviewing and processing merchant KYC profiles in line with regulatory requirements and internal policies, assessing LDD, BDD, and business use cases to determine merchant eligibility.

Beyond onboarding, you will support payment channel activations by working closely with external partners and internal teams to ensure merchants are successfully set up to accept payments. You will coordinate submissions, track progress, resolve issues, and help unblock delays, while ensuring compliance and a smooth end-to-end experience for merchants.

In this role, you will collaborate with cross-functional teams including Compliance, Risk, Product, Sales, and Partnerships to solve onboarding and activation cases efficiently, always keeping customer experience at the forefront. You will also gain a strong understanding of payment flows, partner requirements, and regulatory considerations, and contribute to continuous improvements in processes and tools.

This role is ideal for someone who enjoys problem-solving, cross-team collaboration, and making a meaningful impact on how merchants experience Xendit from day one.

Qualifications

Behaviors

• Builds a collaborative and accountable team culture, fostering ownership and continuous improvement.
• Able to provide clear direction, align team priorities, and effectively manage team capacity and workload.
• Handles conflicts and escalations effectively while maintaining team morale and engagement.
• Strong analytical skills with a proactive mindset and effective communication.
• Able to think critically and creatively, offering assertive and practical solutions.
• Highly adaptable, detail-oriented, and flexible to changing priorities.
• Capable of multitasking and managing competing demands in a fast-paced environment.
• Resilient under pressure, with a positive attitude toward challenges and setbacks.
• Demonstrates strong leadership and team management skills, including coaching, mentoring, and performance management.

Experience

• Bachelor’s degree from a reputable university majoring in the following or equivalent:
• Business Administration
• Finance / Accounting
• Communications
• Computer Science/IT
• 3 to 5 years of experience working in a customer facing role, Merchant Onboarding or of similar nature. Fresh Graduates from reputable universities are welcome to apply.
• Must be Professionally fluent in both English and Thai
• Standard proficiency with Microsoft Office or Google Suite tools (Word, Excel, Powerpoint, Gdocs, Gsheets, Gslides)
• Plus points if you have prior experience in a fintech/banking operations function or previously worked with opening client accounts

Responsibilities

• Lead the Merchant Operations for Thailand team, overseeing performance management, coaching, and team development.
• Monitor team performance and identify improvement areas, working with relevant stakeholders to drive enhancements.
• Coordinate with local and global stakeholders to ensure a smooth merchant onboarding experience and aligned requirements.
• Drive operational excellence by improving processes, reducing inefficiencies, and ensuring SLA adherence.
• Act as the escalation point for complex cases and ensure timely resolution.
• Collaborate with Product, Compliance, Risk, and Partnership teams to streamline onboarding and activation processes.
• Lead implementation of new tools, workflows, and automation initiatives (e.g. AI, Admin Dashboard improvements).
• Track and report key operational metrics, providing insights and recommendations for improvement.
• Support new market launches by setting up processes, tools, and team readiness.
• Foster a collaborative team culture and drive continuous improvement initiatives.