Merchant Ops Team Lead

Kuala Lumpur, Malaysia

Xendit provides payment infrastructure across Southeast Asia and is expanding to Greater China and LATAM. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.

Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We've been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs . We're proud to be featured on among the fastest growing companies by Y-Combinator . About the Job

As a Senior 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

Good analytical skills and proactive attitude, with good communication skills.

Ability to think out of the box and to be assertive in offering solutions to posed problems or situations.

High flexibility and detail-orientation

Ability to multitask to meet constant business demands and priorities.

Resilient to challenges and setbacks, enthusiastic and motivated to work in a fast-paced and high-pressure environment.

Focused to meet delivery and quality targets.

Experience

Bachelor's degree from a reputable university majoring in the following or equivalent:

Business Administration

Finance / Accounting

Communications

Computer Science/IT

1 to 3 years of experience working in a customer facing role or of similar nature. Fresh Graduates from reputable universities are welcome to apply.

Must be professionally fluent in both English and Mandarin

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

Conducting business profile review for incoming onboarding merchant accounts

Review all information and submitted documentations ensuring compliance with local regulation and Xendit standards

Process cases based on the priorities set by the team, reworks and their KYC expiry dates

Documentation gathering and record retention of the evidence

Assess risk when business decisions are made, demonstrating particular consideration for the company's reputation and safeguarding Xendit

Report operational, system and policy issues immediately

Achieve the quality and productivity target

Work extensively with various teams across multiple geographies to fulfill an entity's KYC requirements as mandated by compliance and regulatory standards

Efficiently manage ad hoc tasks for effective project management

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.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).

Foster a collaborative team culture and drive continuous improvement initiatives.