Mumbai Maharashtra Head of digital Jobs – 506 Open Jobs Today

Head Operations
Shopse Digital Finance —Mumbai, Maharashtra
- ₹21,00,000 - ₹35,00,000 a year
- Full-time
- Master's degree
- Project management
- In-person
- Paid time off
- Flexible schedule
Quick apply
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- MSW
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- Health insurance
- Cell phone reimbursement
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Talent Vision Services —Mumbai, Maharashtra
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- Full-time
- Computer Science
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- Master's degree
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DNV —Mumbai, Maharashtra
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- Engineering
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- Full-time
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- In-person
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Swiggy —Mumbai, Maharashtra
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Tekton —Mumbai, Maharashtra
- ₹40,00,000 - ₹50,00,000 a year
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- Master's degree
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- In-person
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Marketing Head
VIBE Realty Pvt. Ltd. —Mumbai, Maharashtra
- ₹25,00,000 - ₹30,00,000 a year
- Full-time
- Marketing
- Master's degree
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- Health insurance
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Executive Assistant to the CEO / Operations Support Coordinator - Mumbai, India
DentistFind —Mumbai, Maharashtra
- Online application
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- PMP
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DGM - E-Commerce & Flagship, Accessories
Mahindra & Mahindra Ltd —Mumbai, Maharashtra
- Inventory management
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Head of Technology - SC Capital & SCMAC, India
Standard Chartered —Mumbai, Maharashtra
- PMP
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Marketing Head
MANJU KISHORE PVT. LTD. —Mumbai, Maharashtra
- ₹1,80,000 - ₹2,00,000 a month
- In-person
- Marketing
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- Health insurance
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Head - Project Management Office
Siemens —Mumbai, Maharashtra
- Full-time
- PMP
- Master's degree
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Head of Program (Business)
Regent College London —Mumbai, Maharashtra
- Weekend availability
- Doctoral degree
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- Master's degree
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Chief Specialist, Technical Supply Chain Management - Vendor Management
People range overseas —Kurla West, Maharashtra
- ₹5,00,000 - ₹7,50,000 a month
- Full-time
- PMP
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Head of Research & Products (Fintech)
Career Bloc —Mumbai, Maharashtra
- ₹45,00,000 - ₹55,00,000 a year
- Full-time
- Microsoft Excel
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Anvis Digital —Mumbai, Maharashtra
- Full-time
- Project management
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IT ERP Head
RADCLIFFE SCHOOL —Sion, Mumbai, Maharashtra
- Full-time
- Oracle
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Head Operations

Shopse Digital Finance
Mumbai, Maharashtra

Quick apply

Job details

Full-time
₹21,00,000 - ₹35,00,000 a year
1 day ago

Benefits

Provident Fund
Paid time off
Flexible schedule
Paid sick time

Qualifications

PCI
Information security
Master's degree
Project management
Leadership

Full job description

. 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

Quick apply

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head of digital jobs in mumbai maharashtra

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