Senior Merchant Ops Analyst

The Role

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.

Outcomes and 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.

What we’re looking for

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
• 3–5 years of experience in a customer-facing role, Merchant Onboarding (KYC), risk investigation, or a similar field. Fresh Graduates from reputable universities are welcome to apply.

Familiarity with Hong Kong regulatory requirements and compliance standards related to merchant onboarding and KYC.Must be professionally fluent in both English and Mandarin (spoken and written)

• 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