Head Operations

• *. 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