About The Role We are looking for an exceptionally organised and cooperative Manager - Business Operations Support to serve as the operational backbone that connects our technology, product, finance, compliance, and business teams. This is a cross-functional role embedded across the Operations and Compliance verticals, responsible for ensuring that internal processes are efficient, well-documented, and scalable as we grow under our RBI PA and PPI licences. You will also serve as the L2 escalation point for complex operational queries that cut across functions—acting as the go-to problem-solver for issues that don't sit neatly in any one team—and will own corporate-level reporting and RBI operational reporting in coordination with the Compliance function.

What You'll Do Cross-Functional Coordination Act as the central coordinator across Technology, Product, Finance, Legal, Compliance, and Business teams—ensuring alignment on operational requirements for new product launches, system integrations, and regulatory changes

Own the end-to-end tracking of cross-functional initiatives from requirement gathering through to go-live, flagging blockers and driving resolution

Facilitate weekly and monthly cross-functional review meetings; maintain decision logs, action trackers, and RACI matrices

Serve as the operational bridge between the Compliance team (CMP) and Operations team (OPS) for shared workstreams such as merchant risk reviews, audit support, and policy implementation L2 Escalation Management Own the L2 escalation desk for complex operational issues that require cross-team investigation or judgment—covering payment anomalies, merchant disputes, reconciliation exceptions, and policy edge cases

Define and maintain escalation SOPs, turnaround benchmarks, and routing logic for L2 cases across all operational sub-functions

Maintain a log of L2 escalations, root causes,



and resolutions; use patterns to drive systemic fixes with product and tech teams Corporate & RBI Operational Reporting Own corporate-level operational reporting—compiling, quality-checking, and distributing periodic dashboards and MIS packs for senior management and the Board covering all operations sub-functions

Coordinate with the Compliance and Finance teams to prepare and submit RBI-mandated operational reports on behalf of the operations function—ensuring accuracy, completeness, and on-time submission

Maintain a reporting calendar covering all internal and regulatory reporting obligations; track status and flag risks to timely submission

Build and maintain standardised reporting templates and data pipelines to reduce manual effort in recurring reports Process Design & Documentation Own the creation and maintenance of operational playbooks, SOPs, process maps, and policy documents across all Operations sub-functions

Lead periodic process audits to identify gaps, redundancies, and automation opportunities; implement improvements in collaboration with relevant teams

Manage the internal knowledge base (wiki, SOP repository) and ensure it remains current, searchable, and accessible to all operations staff Operational Readiness & Project Management Lead operational readiness assessments for new product, feature, or partner launches—identifying ops impacts, training needs, and SOP updates required before go-live

Support the organisation's internal and external audit processes by preparing cross-functional operational documentation, data extracts, and evidence packs





Track and report operational health metrics across functions; identify trends and surface actionable insights to senior leadership Vendor & Tool Management Manage relationships with SaaS vendors providing operational tools (helpdesk, reconciliation, workflow automation, KYC platforms)—tracking contracts, SLAs, and renewal timelines

Evaluate and onboard new operational tools in collaboration with the technology team; drive adoption and change management across teams What We're Looking For Bachelor's or Master's degree in Business Administration, Operations Management, or a related field

5-8 years of experience in business operations, operations management, or a chief-of-staff type role in a fintech, payments, or financial services company

Demonstrated ability to manage cross-functional projects and drive outcomes without direct authority

Strong process design and documentation skills;

experience building SOPs and operational playbooks

Experience owning corporate or regulatory reporting in a payments or financial services environment

Familiarity with the fintech/payments landscape—understanding of PA/PPI business models, RBI regulations at a working level, and key operational workflows

Proficiency in project management tools (Jira, Asana, Notion, or similar), collaboration platforms, and Excel/Google Sheets

Exceptional written and verbal communication skills for stakeholder management at all levels Nice to have PMP, Six Sigma, or equivalent process/project management certification

Prior experience in a shared-services or COO-office function in a regulated fintech or NBFC

Exposure to compliance operations—understanding of audit evidence requirements, policy frameworks, and governance workflows

Experience implementing workflow automation tools (e.g. Zapier, n8n, internal BPM platforms)

Prior experience coordinating RBI operational returns and regulatory data submissions

📌 Manager - Business Operations Support& Cross-Functional) (Uttar Pradesh)
🏢 Olik Global
📍 Uttar Pradesh