h3Job Description /h3 pWhat if your next job lets you simplify payments for millions, every single day? /p pJoin Nexi and be part of a collaborative, inclusive workplace where you can learn, grow, and make an impact everyday. /p h3About Nexi /h3 pAt Nexi, we're simplifying the future of digital payments. As one of Europe's leading payment companies, we combine international scale with the dynamism of a fast-moving tech company. With over 9,000 colleagues across more than 25 countries, we're shaping how people and businesses pay and interact every day. Here, your skills, curiosity, and ambition don't just support the business. They help shape what comes next. /p pThe Contract Onboarding Manager is responsible for leading the Terminal Contract Onboarding Team and ensuring the seamless, timely, and compliant onboarding of merchant terminal contracts. The role oversees the end-to-end lifecycle of terminal contract setup and related back-office activities, ensuring an excellent customer experience while balancing operational efficiency, quality, and scalability. /p pThe Contract Onboarding Manager acts as the key interface between Sales, Customer Service, Technical Support, Logistics, Finance, Product, and IT teams to ensure smooth onboarding operations and continuous process improvement. The role is accountable for operational performance, team development, capacity planning, and driving automation initiatives that support Nexi Switzerland's growth ambitions. /p h3Key Responsibilities /h3 ul liEnsure the accurate and timely onboarding of terminal contracts. /li liOversee contract onboarding, terminal activation and setup, MyPortal ticket processing, contract cancellations, customer data maintenance, acquirer changes, and third-party acquiring activation requests. /li liMonitor daily operations to ensure service levels, quality standards, and target processing times are achieved. /li liManage backlogs, priorities, workload distribution, and operational escalations. /li liIdentify and control operational risks and ensure adherence to internal policies and applicable compliance requirements. /li /ul h3Process Excellence and Continuous Improvement /h3 ul liOwn, document, and continuously improve onboarding processes and procedures. /li liIdentify inefficiencies, bottlenecks, and root causes affecting productivity or customer experience. /li liLead initiatives to reduce onboarding cycle time, increase first-time-right processing, and improve scalability. /li liDrive automation and digitalisation initiatives in collaboration with Product, IT, and other stakeholders. /li liEstablish effective governance, controls, and reporting for onboarding operations. /li /ul h3Performance Management and Reporting /h3 ul liDefine, monitor, and report on operational KPIs, including onboarding lead time, backlog, productivity, first-time-right quality, customer satisfaction, and SLA adherence. /li liAnalyse performance trends, identify risks, and implement corrective and preventive actions. /li liPrepare clear performance updates, capacity plans, and improvement proposals for senior management. /li liUse operational data to support prioritisation and decision-making. /li /ul h3Team Leadership and People Management /h3 ul liLead, coach, and develop the Terminal Contract Onboarding team. /li liCreate a culture of accountability, customer focus, collaboration, and continuous improvement. /li liDefine individual and team objectives and monitor performance against agreed operational KPIs. /li liSupport employee development through regular coaching, feedback, training, and succession planning. /li liManage workforce planning, resource allocation, recruitment, and onboarding of new team members. /li /ul h3Stakeholder Management /h3 ul liAct as the primary operational contact for Sales, Customer Service, Technical Support, Logistics, Finance, Product Management, IT, and external partners. /li liEnsure effective cross-functional communication, handovers, and resolution of operational dependencies. /li liProvide onboarding expertise and operational input to strategic projects and product or process changes. /li liCollaborate with regional and group functions where relevant. /li /ul h3Customer Experience Ownership /h3 ul liEnsure onboarding processes provide a simple, transparent, and reliable experience for merchants. /li liProactively manage customer-impacting issues and complex escalations. /li liWork with customer-facing teams to improve communication, handovers, and end-to-end ownership /li liUse customer feedback and operational insights to prioritise improvements. /li /ul h3Qualifications /h3 ul liAt least 5 years of experience in operations, customer onboarding, contract management, payments, or a comparable environment. /li liPrevious people management experience in an operational team. /li liExperience managing high-volume back-office or onboarding activities, including workload, service levels, and quality. /li liExperience with process improvement, automation, or transformation initiatives is highly desirable. /li liExperience in merchant acquiring, payment terminals, fintech, banking, or financial services is an advantage. /li liFluent in French, good English level, other Swiss languages appreciated /li /ul h3What’s in it for You? /h3 ul liAttractive salary and a competitive benefits package to reward your expertise and contributions /li liTech equipment: Get the tools you need to succeed, including the latest technology to support your work /li liJoin an international team: Collaborate with experts from across Europe and bring your ideas to life in a dynamic, global environment /li liGrow and develop: Gain hands‑on experience and structured training through our PayTech University, designed to accelerate your career and help you reach your full potential /li /ul h3Life and Culture at Nexi /h3 pWorking at Nexi means collaborating across teams, markets, and disciplines to solve complex challenges and deliver meaningful results. You'll be part of an environment where knowledge sharing, continuous improvement, and teamwork are part of everyday life. Discover more about our culture, values, and what it's like to be part of Nexi on our Life at Nexi page. /p h3Diversity and Inclusion Commitment /h3 pAt Nexi, diversity and inclusion are at the heart of who we are. By embracing differences and fostering respect, we build a culture where every individual has the opportunity to learn, grow, and succeed. /p h3Next starts with you, everyday /h3 pAt Nexi, our next idea, our next innovation, starts with you. Join us today. /p #J-18808-Ljbffr
Contract Onboarding Manager (m/w/d)
