Kerja Sepenuh Masa, Executive – Merchant Onboarding di Pine Labs Malaysia Federal Territory - Maukerja

We at Pine Labs are looking for those who share our core belief - “Every Day is Game day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Role Summary

We are looking for a highly driven Executive / Senior Executive – Merchant Onboarding to manage end-to-end merchant onboarding operations and ensure timely, accurate, and compliant merchant activation.

The role involves managing onboarding cases from KYC/KYB validation through bank submission, approval, activation, and deployment, while ensuring adherence to defined SLAs and quality standards. The role also requires strong coordination with internal teams, partner banks, and other external stakeholders to resolve bottlenecks and drive faster onboarding turnaround times.

Responsibilities we entrust you with:

1. Merchant Onboarding Operations

• Manage the end-to-end merchant onboarding lifecycle, from KYC/KYB validation to activation.
• Process and validate merchant onboarding cases accurately across multiple channels.
• Ensure timely submission of merchant cases to relevant banks and partners.
• Track onboarding cases closely to ensure adherence to defined TAT and SLA commitments.
• Identify pending, ageing, and rejected cases and drive them towards closure.
• Ensure a smooth and timely merchant activation experience.

2. Bank & Stakeholder Coordination

• Coordinate closely with partner banks for merchant case submissions, approvals, and activations.
• Follow up proactively on pending approvals, documentation gaps, and rejected cases.
• Work with internal stakeholders to resolve onboarding-related bottlenecks and exceptions.
• Act as the first point of coordination for operational issues impacting merchant activation.
• Maintain clear and timely communication with relevant stakeholders.

3. Quality & Process Compliance

• Perform KYC/KYB and onboarding document validation in line with defined guidelines.
• Ensure accuracy of merchant information and minimize errors, rework, and rejection rates.
• Follow defined SOPs and process controls across onboarding activities.
• Identify recurring process gaps and recommend corrective actions.
• Support continuous improvement initiatives to improve onboarding quality and TAT.

4. Functional Monitoring & Deliverables

Own and track onboarding activities across relevant operational areas, including:

• Bank Submission: Ensure accurate and timely submission of merchant cases and follow up on approvals.
• Fave Onboarding: Track merchant onboarding and activation timelines.
• VAS Submission & Activation: Ensure timely submission and activation of value-added services.
• LMS & Fiuu Onboarding: Coordinate onboarding requirements and ensure system readiness.
• Terminal Deployment: Coordinate with relevant teams to ensure timely terminal installation and activation.

5. MIS & Performance Tracking

• Maintain accurate daily/weekly/monthly onboarding trackers and MIS reports.
• Track key operational metrics including:
• Merchant onboarding volume
• Onboarding TAT
• Approval and activation rates
• Rejection rates
• Pending and ageing cases
• Productivity and closure rates
• Highlight operational bottlenecks and provide actionable insights to improve efficiency.
• Ensure data accuracy and timely reporting to stakeholders.

6. Billing & Commission Support

• Prepare and validate monthly billing and commission-related reports.
• Ensure accuracy of merchant-level data and payout calculations.
• Coordinate with Finance and relevant stakeholders for timely closure of billing and commission activities.
• Resolve data discrepancies and support month-end closure activities.

7. Process Improvement & Automation

• Identify opportunities to simplify and improve merchant onboarding processes.
• Drive initiatives to reduce manual effort, rework, and onboarding TAT.
• Leverage Excel, automation tools, and process trackers to improve operational efficiency.
• Support implementation of process automation and reporting enhancements.

Key Performance Indicators (KPIs)

• Merchant onboarding volume and activation rate
• Onboarding TAT and SLA adherence
• Bank approval and rejection rates
• Quality and KYC/KYB accuracy
• Pending and ageing case reduction
• Productivity and case closure rate
• Reduction in rework and operational errors
• Stakeholder satisfaction

What Matters in the Role

• Bachelor’s degree in Business, Finance, Operations, or a related field.
• 2–5 years of experience in merchant onboarding, payments, fintech, banking, or operations.
• Hands-on experience in merchant onboarding / KYC / KYB / payments operations.
• Good understanding of working with banks, payment gateways, or fintech platforms.
• Strong follow-up, coordination, and stakeholder management skills.
• Good proficiency in Excel, MIS reporting, and operational tracking tools.
• Strong attention to detail and process orientation.
• Ability to manage multiple cases and priorities while meeting defined SLAs.
• Strong analytical and problem-solving skills.
• Exposure to process automation, Excel automation, Power Automate, or similar tools will be an advantage.
• Ability to work independently, take ownership, and drive cases to closure.