Team Leader

Merchant Relationship Executive Team Leader

Merchant Relationship Management | Field Operations

ProjectGPay – Merchant Relationship ManagementLocationPatna / Chennai (as per business allocation)Role TypeFull-time | Field-based with team coordinationReporting ToCluster HeadDirect ReportsMerchant Relationship ExecutiveCompensationAs per approved budget and experience

Job PurposeTo lead and coach a team of BDMs responsible for managing existing GPay merchants, improving merchant activity and TPV, recovering inactive merchants, resolving service issues, and driving adoption of value-added services (VAS), including Soundpod and Goldie. The Team Leader will own team productivity, quality of field execution and merchant portfolio outcomes.

• Team Management & CoachingManage the assigned BDM team, allocate territories/merchant portfolios and clarify daily priorities.
• Conduct daily huddles, review visit plans and track progress against agreed productivity and outcome targets.
• Coach BDMs on merchant conversations, issue handling, reactivation, consultative selling and VAS conversion.
• Accompany BDMs on field visits for coaching, quality checks and support with priority merchants.
• Identify performance gaps and agree corrective action plans with individual team members.
• Merchant Portfolio PerformanceReview merchant activity, TPV trends and Active/Inactive and A/B/C/D or Red cohort movement using available system data.
• Ensure the team prioritises inactive, declining and high-potential merchants for recovery and reactivation.
• Drive improvement in active merchant rate, transaction activity, retention and portfolio health.
• Review merchant coverage and ensure that field effort is directed to the right merchants and opportunities.
• Issue Resolution & EscalationTrack merchant complaints and operational issues relating to payment acceptance, devices and service experience.
• Coordinate with relevant support teams and escalate unresolved or recurring issues through the defined process.
• Monitor ageing of open issues and ensure BDMs communicate status and next steps to merchants.
• VAS Growth & Opportunity ManagementReview Soundpod and Goldie leads, pipeline, conversions and adoption across the team.
• Help BDMs identify suitable merchants, handle objections and close qualified opportunities.
• Ensure opportunity status and outcomes are updated accurately in NetOne.
• Reporting, Compliance & Field DisciplineReview NetOne updates for visit history, merchant observations, issue status, opportunities and next actions.
• Ensure field visits are genuine, properly documented and aligned with the agreed operating process.
• Share daily/weekly performance reports, key risks, recovery plans and business insights with the Cluster Head.
• Flag data-quality gaps, repeated process deviations and market-level blockers promptly.
• Key Performance Indicators (KPIs)Team achievement against merchant coverage and unique merchants visited.
• Improvement in TPV, transaction activity and active merchant rate across the assigned portfolio.
• Reduction in inactive merchants and improvement in merchant health cohorts.
• BDM productivity, field execution quality and adherence to visit plans.
• Issue ageing, follow-up discipline and resolution outcomes.
• Soundpod and Goldie qualified opportunities, conversions and adoption.
• Timely, complete and accurate NetOne reporting.
• Team coaching effectiveness and improvement in underperforming BDMs.

Note: Specific numeric targets, team size and incentive slabs will be communicated by the business team based on the approved operating plan.

• Candidate ProfileExperience in field sales, team supervision, merchant relationship management, UPI/QR payments, fintech, merchant acquiring..
• Demonstrated ability to manage field teams and deliver business targets through structured reviews and coaching.
• Strong communication, problem-solving, planning and stakeholder-management skills.
• Comfortable with frequent market visits and travel within the assigned territory.
• Working knowledge of smartphone applications, CRM/field-force tools and performance reporting.
• Local market knowledge in Patna or Chennai will be an advantage.
• Minimum EligibilityEducation: Graduate preferred; minimum 12th pass may be considered with relevant team-leading experience.
• Experience: Preferably 2+ years in relevant field sales/merchant-facing roles, including team handling.
• Language: Local language proficiency and basic Hindi; basic English is an advantage.
• Field Readiness: Must be comfortable with daily market visits and accompanying BDMs in the field.

Key CompetenciesTeam leadership and coaching • Territory and workload planning • Merchant relationship management • Data-led prioritisation • Problem-solving and escalation • Consultative selling and VAS adoption • Performance reviews • Reporting discipline

Role ExpectationsThe Team Leader is accountable not only for activity and visits, but for the quality and business impact of the team's work—merchant activity, retention, issue resolution, portfolio health and VAS adoption.