Contract Onboarding Manager (m/w/d)
Nexi · Switzerland · CHF 9,000/month (stated in the posting)
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About Nexi
At 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.
The 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.
The 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.
Key Responsibilities
Operational Management
Ensure the accurate and timely onboarding of terminal contracts.
Oversee contract onboarding, terminal activation and setup, MyPortal ticket processing, contract cancellations, customer data maintenance, acquirer changes, and third-party acquiring activation requests.
Monitor daily operations to ensure service levels, quality standards, and target processing times are achieved.
Manage backlogs, priorities, workload distribution, and operational escalations.
Identify and control operational risks and ensure adherence to internal policies and applicable compliance requirements.
Process Excellence and Continuous Improvement
Own, document, and continuously improve onboarding processes and procedures.
Identify inefficiencies, bottlenecks, and root causes affecting productivity or customer experience.
Lead initiatives to reduce onboarding cycle time, increase first-time-right processing, and improve scalability.
Drive automation and digitalisation initiatives in collaboration with Product, IT, and other stakeholders.
Establish effective governance, controls, and reporting for onboarding operations.
Performance Management and Reporting
Define, monitor, and report on operational KPIs, including onboarding lead time, backlog, productivity, first-time-right quality, customer satisfaction, and SLA adherence.
Analyse performance trends, identify risks, and implement corrective and preventive actions.
Prepare clear performance updates, capacity plans, and improvement proposals for senior management.
Use operational data to support prioritisation and decision-making.
Team Leadership and People Management
Lead, coach, and develop the Terminal Contract Onboarding team.
Create a culture of accountability, customer focus, collaboration, and continuous improvement.
Define individual and team objectives and monitor performance against agreed operational KPIs.
Support employee development through regular coaching, feedback, training, and succession planning.
Manage workforce planning, resource allocation, recruitment, and onboarding of new team members.
Stakeholder Management
Act as the primary operational contact for Sales, Customer Service, Technical Support, Logistics, Finance, Product Management, IT, and external partners.
Ensure effective cross-functional communication, handovers, and resolution of operational dependencies.
Provide onboarding expertise and operational input to strategic projects and product or process changes.
Collaborate with regional and group functions where relevant.
Customer Experience Ownership
Ensure onboarding processes provide a simple, transparent, and reliable experience for merchants.
Proactively manage customer-impacting issues and complex escalations.
Work with customer-facing teams to improve communication, handovers, and end-to-end ownership
Use customer feedback and operational insights to prioritise improvements.
Qualifications
At least 5 years of experience in operations, customer onboarding, contract management, payments, or a comparable environment.
Previous people management experience in an operational team.
Experience managing high-volume back-office or onboarding activities, including workload, service levels, and quality.
Experience with process improvement, automation, or transformation initiatives is highly desirable.
Experience in merchant acquiring, payment terminals, fintech, banking, or financial services is an advantage.
Fluent in French, good English level, other Swiss languages appreciated
What’s in it for You?
- Attractive salary and a competitive benefits package to reward your expertise and contributions
- Tech equipment: Get the tools you need to succeed, including the latest technology to support your work
- Join an international team: Collaborate with experts from across Europe and bring your ideas to life in a dynamic, global environment
- Grow 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
Life and Culture at Nexi
Working 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.
Diversity and Inclusion Commitment
At 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.
Next starts with you, everyday
At Nexi, our next idea, our next innovation, starts with you. Join us today. Please submit your CV in English.