Senior Specialist, Merchant Fulfilment

Responsibilities

• Act as the primary point of contact for RHB Pay client onboarding, from kick-off to go-live
• Manage merchant onboarding journey, including documentation, technical setup, integration support, and user access provisioning
• Conduct onboarding workshops and walkthroughs for merchants (i.e. payment method setup, reconciliation flow, reporting access)
• Coordinate closely with internal stakeholders (Product, Tech, Operations, Compliance, Legal) to ensure onboarding requirements are met
• Support technical integration (API, FPX, QR, Card etc.) by working with client IT teams and payment gateway vendors
• Oversee the implementation plan and track milestones, ensuring timelines, quality, and compliance are met
• Prepare and maintain merchant onboarding checklists, standard operating procedures, and readiness dashboards
• Facilitate UAT or sandbox testing with merchants, and ensure timely resolution of issues before go-live
• Support post client go-live stabilization by monitoring transaction flows and coordinating handover to support teams

Provide feedback to Product and Tech teams on onboarding friction points and potential enhancements to improve scalability

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