1.

Merchant

Onboarding & Lifecycle

- Own the merchant onboarding system, process and KPIs β€” activation rate, onboarding TAT, and drop-off β€” 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 β€” activation, configurations β€” with clean audit trails and SLA adherence throughout.

2. Settlements, Reconciliation & Refunds

- Own the settlement and reconciliation system, process and KPIs β€” settlement accuracy and timeliness, break-resolution TAT, and zero unexplained breaks β€” 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 β€” standard refunds, delinquency-induced refunds, reversals, and edge-case exceptions β€” measured against defined SLAs.

3. Risk & Delinquency Operations

- Own the operational risk and delinquency KPIs β€” fraud and chargeback rates, delinquency-flow resolution, and escalation TAT β€” and the controls that drive them.

- Oversee delinquency operations in coordination with lenders β€”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.

4.

Customer

Care & Merchant Support

- Own the customer care and merchant support KPIs β€” 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.

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 β€” product, engineering, finance, risk, and compliance β€” 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 β€” resolution within regulatory timelines and complaint MIS accuracy β€” 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.

7. Process, Automation & KPI Governance

- Define the operational KPI framework β€” metrics, targets, dashboards, and governance cadence β€” 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 explicit goals, SLAs,



and accountability structures; manage performance against KPIs and develop team capability as the function scales.

- Instil an operational-excellence culture β€” 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 β€” 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 β€” 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 β€” 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 β€” comfortable owning a function in a lean, scaling environment.

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