Associate Manager - Customer Onboarding Operations

Associate Manager, Implementation

Razorpay is one of India’s leading full-stack financial technology companies, powering the way businesses move, manage, and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision - to simplify payments for Indian businesses - we’ve since grown into a fintech powerhouse driving India’s digital payment revolution.

Razorpay powers millions of businesses with a smarter, scalable stack that goes beyond transactions to help them truly build and grow.

From building AI-native agentic payments, to AI-assisted fraud detection and real-time risk intelligence to automated reconciliation, smart payouts, and predictive financial insights, we are embedding intelligence across our stack to make money movement faster, safer, and more efficient. In close collaboration with ecosystem partners - including banks, networks, regulators - we are pioneering industry-first solutions that are shaping the next era of fintech

Across India, Singapore and Malaysia, our products span everything from seamless checkouts to payroll automation - powering a fintech ecosystem that’s redefining how money moves across Asia.

Today, that ecosystem supports everyone from early-stage startups to some of India’s largest enterprises, enabling them to accept, process, and disburse payments at scale while expanding into new ways of managing money more efficiently.

Our scale speaks volumes: Razorpay processes $180+ billion in annualized transactions, powering leading businesses like Airbnb, Facebook, WhatsApp, Airtel, CRED, BookmyShow, Zomato, Swiggy, Lenskart, Mirae Asset Capital markets, Indian Oil, National Pension Scheme - and over 100 of India’s unicorns. With strong roots in India and growing operations in Southeast Asia, we are shaping the next chapter of financial technology across the region.

We are backed by global investors including GIC, Peak XV Partners (formerly Sequoia Capital India & SEA), Tiger Global, Ribbit Capital, Matrix Partners, MasterCard, and Salesforce Ventures, having raised over $740 million to date. Strategic acquisitions - including Ezetap (POS and offline payments), Curlec (Malaysia expansion), BillMe (digital invoicing), and POP (rewards-first UPI) - along with earlier moves in fraud prevention, payroll, and lending, have further strengthened our platform and widened our footprint across Asia.

But what truly sets Razorpay apart is our culture. At Razorpay, ownership is our oxygen - you own what you build, with no micromanagement or red tape, just the runway to make your ideas fly. Learning is a lifestyle - if you’re curious, you’ll feel at home here. People > Pedigree - we hire for attitude, hustle, and hunger more than degrees. Transparency thrives over titles - this is where interns question CXOs and CXOs say “thank you.” Guided by our values of Customer First, Autonomy & Ownership, Agility with Integrity, Transparency, Challenging the status quo and a strong belief that Razorpay grows with Razors,  you’ll be part of a 3000+ strong team building not just products, but the financial infrastructure of the future.

About the Role

We are looking for a driven and experienced Associate Manager to lead customer onboarding operations for our payroll platform. This role is responsible for managing a team of onboarding associates, optimizing onboarding workflows, driving execution against targets, and ensuring high customer satisfaction throughout the onboarding journey. The ideal candidate brings strong operational rigour, people management skills, and a customer-first mindset.

Key Responsibilities

• Lead, mentor, and manage a team of Customer Onboarding Associates to deliver seamless onboarding experiences.
• Own end-to-end onboarding execution metrics including TAT, first-execution rates, and go-live timelines.
• Design and continuously improve onboarding playbooks, SOPs, and escalation frameworks.
• Monitor daily team performance, identify bottlenecks, and drive corrective actions proactively.
• Coordinate with Sales, Product, CX, and Engineering teams to resolve blockers and dependencies.
• Build and maintain dashboards and reports to provide leadership visibility on onboarding health.
• Drive process automation and tooling improvements to increase team efficiency.
• Conduct regular 1:1s, performance reviews, and skill development sessions for direct reports.
• Handle escalated customer issues and act as the senior point of contact for high-priority accounts.

Requirements

• 3–5 years of experience in business operations, customer onboarding, or implementation roles, preferably in SaaS or fintech.
• Proven experience managing teams of 5+ members with strong coaching and people development skills.
• Strong analytical skills with proficiency in Excel/Google Sheets (pivot tables, VLOOKUP, data analysis).
• Excellent communication and stakeholder management skills across cross-functional teams.
• Ability to work in a fast-paced environment, manage multiple priorities, and meet tight deadlines.
• Strong ownership mindset with a bias for action and structured problem-solving.
• Experience with CRM tools, ticketing systems (e.g., Freshdesk, Salesforce), or project management tools.

Preferred Qualifications

• Prior experience in payroll, HR-tech, or financial services onboarding.
• Exposure to process improvement methodologies (Lean, Six Sigma) is a plus.
• Experience building operational dashboards and reporting frameworks.
• MBA or equivalent qualification from a reputed institution.

Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.
 Follow us on LinkedIn & Twitter

Experience Level

Mid Level