Job description

The IT Onboarding Manager – MEA role is based in Dubai within a leading fintech organization operating across the Middle East and Africa, focused on digital onboarding and platform operations. The position is responsible for managing end-to-end merchant onboarding workflows, ensuring seamless system integrations, activation, and go-live readiness across multiple markets. The role requires strong expertise in Salesforce and CRM systems to manage onboarding processes including case creation, tracking, validation, and closure within structured onboarding workflows. The candidate is responsible for ensuring data accuracy, documentation completeness, and compliance across all merchant onboarding submissions, while collaborating closely with integration, underwriting, product, and operations teams to resolve onboarding issues. The role includes monitoring onboarding dashboards and key performance metrics such as cycle time, conversion rates, and SLA adherence to drive performance improvements. The IT Onboarding Manager supports merchants through technical onboarding requirements including account setup, system configuration, and platform readiness, ensuring alignment with fintech platform standards and payment platform operations. The position also focuses on identifying process inefficiencies and driving automation and workflow optimization initiatives to improve onboarding efficiency and scalability. The role requires coordination across regional and global teams to maintain consistent onboarding standards and execution, while acting as the escalation point for onboarding blockers and ensuring timely resolution. The candidate must demonstrate strong experience in digital onboarding, merchant lifecycle management, and platform-based service delivery within fast-paced, cross-regional environments, with a strong focus on compliance, operational excellence, and technology-enabled onboarding processes.