Contract Onboarding Manager

What if your next job lets you simplify payments for millions, every single day?

Join Nexi and be part of a collaborative, inclusive workplace where you can learn, grow, and make an impact everyday.

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 theaccurate andtimely onboarding of terminal contracts.
• Oversee contract onboarding, terminalactivation 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 anddigitalisation 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 supportprioritisation 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 toprioritise 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 o