Gaining clarity on the onboarding process and team collaboration.
Teams Involved
CDM (Client Delivery Manager)
Project Manager(PM)
Development Team(Payments, EBC)
QA
Responsibilities
Workflow
Form Fill-up & Exchange
Takes ~ 30 Days
CDM → sends onboarding form
Acquirer → fills & returns form
CDM → forwards for PM approval
Review & Development
Takes ~ 80 Days
PM → approves/rejects details
Payments → create configurations
Dev → build APIs
QA → validate setup
Sign-off & Go-live
Takes ~ 30 Days
CDM → sends approved form for acquirer signature
Acquirer → signs & returns
CDM → stores signed copy for legal reference
Interview Findings on the Onboarding Journey Across Teams
Client Delivery Managers (CDMs)
CDMs are the main point of contact for acquirers during onboarding. Their role is critical, yet often burdened with inefficiencies:
Dependency on experts
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Time-intensive data collection
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Overloaded tracking methods
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Self-created resources:
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Product Managers (PMs)
PMs play a key role in bridging acquirer requirements with technical execution, but their workflow is often slowed by process gaps:
Challenging reviews
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Pipeline overload
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Information segregation issues
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Email-dependent updates
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Development, QA Team
For developers, the onboarding process was riddled with inefficiencies and repetitive work, slowing down delivery
Ambiguous references
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Dependency bottleneck
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Email-heavy communication
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Repetitive coding
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Acquirers
For acquirers, the onboarding experience was often confusing and time-consuming, creating friction at the very first interaction
Complexity in form filling
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Frustrating form completion
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Lack of visibility
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Limited input space
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