Merchant Onboarding & Lifecycle

Own the merchant onboarding system, process and 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 — with clean audit trails and SLA adherence throughout.

Settlements, Reconciliation & Refunds

Own the settlement and reconciliation system, process and 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 refund outcomes end to end — standard refunds, delinquency-induced refunds, reversals, and edge-case exceptions — measured against defined SLAs.

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 —delinquency-triggered refund and adjustment flows.

Partner with Risk, Compliance, and InfoSec to ensure operational processes meet RBI/NPCI, PCI-DSS, and DPDP expectations and stay audit-ready.

Customer Care & Merchant Support

Own the customer care and merchant support KPIs — CSAT, SLA adherence, first-response and resolution TAT.

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.

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.

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 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.

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.

Team Leadership

Build, lead, and mentor the operations team that executes onboarding, settlements/recon, support, and risk operations day to day.

Set transparent 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 in payments (payment aggregator, gateway, or payments fintech).

Creating an automated payments-operations system will be the key ask for this role — merchant onboarding, settlements and reconciliation through lending and payment partners, customer/merchant query resolution,and payments compliance.

Deep, hands-on grounding in settlements and reconciliation – robust tracking and owning of KPIs, designing the controls, and holding a team accountable.

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, DLG) is valuable.

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.

Comfort working with data tools and partnering with product/engineering on internal automation.

Preferred

Prior experience serving as a Nodal Officer or Grievance Redressal Officer in a payments or lending entity.

Graduation from a reputed institute Soft Skills Strong stakeholder management across partners, regulators-adjacent teams, and internal leadership.

Structured, metrics-driven, and outcome-oriented

Builder mindset — comfortable owning a function in a lean, scaling environment.

📌 Sr. Manager Operations (Mumbai)
🏢 ShopSe Digital Finance
📍 Mumbai