Partner Onboarding, Senior Executive

The Partner Onboarding & Support, Senior Executive/Executive is responsible for managing and supporting the full lifecycle of partner engagement — from initial onboarding and system integration through to ongoing operational and technical support. This role ensures a seamless partner experience across a variety of digital and physical payment solutions. The ideal candidate is detail-oriented, technically capable, and service-driven, with the ability to coordinate across internal teams and external stakeholders.

The job holder duties and responsibilities shall include: -

• Serve as the primary liaison for partners, delivering operational and technical support across the full partner journey.
• Coordinate and manage the onboarding and integration process, ensuring timely and accurate setup of services across relevant systems and platforms.
• Collaborate with cross-functional teams including product, engineering, compliance, and commercial teams to ensure partner requirements are fully met.
• Oversee service go-live readiness, ensuring technical, operational, and business elements are validated before launch.
• Investigate and resolve operational issues and technical escalations, ensuring prompt resolution in line with service level agreements.
• Monitor service health and performance across digital and physical channels, ensuring continuity and compliance with regulatory and internal standards.
• Conduct root cause analysis and implement corrective actions for recurring service issues.
• Generate and interpret regular reports and dashboards on operational performance, issue resolution, and partner satisfaction.
• Maintain comprehensive documentation for partner onboarding status, system configurations, and service interactions.
• Drive continuous improvement in partner-facing processes and internal support frameworks to enhance scalability and efficiency.
• Provide knowledge sharing and training support to internal stakeholders to ensure readiness for new service rollouts or system upgrades.
• Maintain a strong service mindset and foster positive, solution-oriented relationships with partners and stakeholders.

WORK EXPERIENCE

• Minimum 2 years of experience in operational support, onboarding, or system integration within a digital services, telecom, or payments environment.
• Familiarity with digital service ecosystems, including APIs, transaction systems, and third-party integrations.
• Hands-on experience with troubleshooting tools and support platforms such as JIRA, Salesforce, or equivalent systems.
• Working knowledge of technical environments such as Linux, MySQL, XML, PHP, and Rest APIs.
• Strong analytical and problem-solving abilities with experience handling complex technical scenarios.
• Proven ability to manage multiple priorities and work effectively under pressure in fast-paced environments.
• Excellent communication and interpersonal skills, capable of working cross-functionally with technical and non-technical teams.
• Strong customer service mindset with a focus on delivering high-quality partner experiences.