. Merchant Onboarding & Lifecycle
- Own the merchant onboarding KPIs — activation rate, onboarding TAT, and drop-off — across self-serve and enterprise merchants, and hold the team and partner touchpoints accountable to them.
- Govern the onboarding journey end to end (KYC/KYB, documentation, Payment aggregator/Lender coordination, go-live); drive the process redesign and automation that move these metrics.
- Own merchant-lifecycle outcomes — activation, configurations, deactivation, and offboarding — with clean audit trails and SLA adherence throughout.
2. Settlements, Reconciliation & Refunds
- Own the settlement and reconciliation KPIs — settlement accuracy and timeliness, break-resolution TAT, and zero unexplained breaks — across payment aggregators, gateways, and lending partners, holding the team accountable to them.
- Ensure reconciliation controls across PG/PA statements, lender disbursement and repayment files, and internal ledgers catch discrepancies before they surface downstream; own exception resolution and escalation rather than day-to-day processing.
- Own refund outcomes end to end — standard refunds, delinquency-induced refunds, reversals, and edge-case exceptions — measured against defined SLAs.
3. Risk & Delinquency Operations
- Own the operational risk and delinquency KPIs — fraud and chargeback rates, delinquency-flow resolution, and escalation TAT — and the controls that drive them.
- Oversee delinquency operations in coordination with lenders — collections support, delinquency-triggered refund and adjustment flows, and portfolio hygiene.
- Partner with Risk, Compliance, and InfoSec to ensure operational processes meet RBI/NPCI, PCI-DSS, and DPDP expectations and stay audit-ready.
4. Customer Care & Merchant Support
- Own the customer care and merchant support KPIs — CSAT, SLA adherence, first-response and resolution TAT — across both functions.
- Build a support operation that scales: tiered support, self-serve enablement, and a feedback loop from support into product and process fixes.
- Use recurring issues and support metrics to prioritise automation and process changes.
5. Partner & Stakeholder Management
- Serve as the operational relationship owner for lenders/NBFCs, payment aggregators, payment gateways, and enterprise merchants.
- Run operational reviews against agreed KPIs and SLAs; drive issue resolution and continuous improvement with each partner; represent ShopSe credibly in partner and regulatory operational discussions.
- Coordinate closely with internal stakeholders — product, engineering, finance, risk, and compliance — to keep operations aligned with business goals.
6. Regulatory Operations, Nodal & Grievance Redressal
- Act as ShopSe’ Nodal Officer and Grievance Redressal Officer, serving as the designated point of contact for customer and merchant grievances and for partner and regulatory escalations.
- Own the grievance redressal mechanism and its KPIs — resolution within regulatory timelines and complaint MIS accuracy — with escalation to the RBI Ombudsman or partner escalation paths where applicable.
- Maintain the grievance register and complaint MIS; ensure GRO/nodal contact details are published as required across channels.
- Ensure operational adherence to RBI's digital lending guidelines, PA/PG guidelines, and partner-mandated grievance SLAs; produce periodic grievance and resolution reporting for partners and leadership.
7. Process, Automation & KPI Governance
- Define the operational KPI framework — metrics, targets, dashboards, and governance cadence — so the business runs on data, not firefighting.
- Identify operational bottlenecks and drive scalable, automated solutions that reduce manual effort, error rates, and cost-to-serve.
- Partner with product and engineering to translate operational needs into tooling, workflow automation, and internal platforms.
8. Team Leadership
- Build, lead, and mentor the operations team that executes onboarding, settlements/recon, support, and risk operations day to day.
- Set clear goals, SLAs, and accountability structures; manage performance against KPIs and develop team capability as the function scales.
- Instil an operational-excellence culture — documentation, RCA on failures, and continuous improvement.
Requirements
Essential Experience
- 10–15 years in operations, with at least 3–4 years leading operations teams — primarily in payments (payment aggregator, gateway, or payments fintech).
- Strong payments-operations background is the priority for this role — merchant onboarding, settlements and reconciliation, and payments compliance.
- Deep, hands-on grounding in settlements and reconciliation — enough to own the KPIs, design the controls, and hold a team accountable, even where no longer executing personally.
- Direct experience managing relationships with payment aggregators and payment gateways (relationships with lenders/NBFCs a plus).
- Proven experience building and scaling merchant onboarding and support operations through a team.
- Solid working understanding of the risk and compliance landscape for payment aggregators — RBI PA/PG guidelines, merchant/KYB compliance, and grievance redressal norms; awareness of digital lending guidelines (LSP/DLA, FLDG) is valuable but secondary.
- Experience operating within, or interfacing with, compliance and risk functions in a regulated payments environment — able to translate regulatory requirements into operational controls.
- Track record of owning operational KPIs and driving measurable improvement through process and automation.
Preferred
- Exposure to digital lending / LSP workflows — disbursement, repayment, collections, and delinquency handling — useful alongside payments depth, but not a substitute for it.
- Experience operating in a regulated TSP/LSP environment, with familiarity with RBI/NPCI guidelines.
- Prior experience serving as a Nodal Officer or Grievance Redressal Officer in a payments or lending entity.
- Comfort working with data tools and partnering with product/engineering on internal automation.
Soft Skills
- Strong stakeholder management across partners, regulators-adjacent teams, and internal leadership.
Pay: ₹2,100,000.00 - ₹3,500,000.00 per year
Benefits:
- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
