About The Role We are looking for a dynamic and execution-focused Lead - Operations to drive the core operational engine of our fintech business as we scale and pursue Payment Aggregator (PA) and Prepaid Payment Instruments (PPI). This is a high-impact leadership role where you will oversee a team of 5-6 professionals spanning Payment Operations, Merchant Operations, Customer Operations & Support (L2), Escrow & Banking Operations, and Business Operations Support. The ideal candidate combines deep fintech operations expertise with the ability to build scalable processes, manage cross-functional teams, and ensure seamless day-to-day operations in a quick-moving startup environment.

What You'll Do Payment & Merchant Operations Oversee the payment processing lifecycle—transaction monitoring, settlements, reconciliation, refunds, chargebacks, and dispute resolution—ensuring accuracy and SLA adherence

Manage the merchant onboarding process including due diligence, KYC/KYB checks, risk profiling, and activation, ensuring compliance with RBI PA guidelines

Drive operational efficiency across payment flows by identifying bottlenecks, implementing process improvements, and leveraging automation wherever possible

Maintain robust monitoring dashboards for transaction success rates, failure analysis, and settlement cycles; escalate anomalies proactively Escrow & Banking Operations Oversee the management of escrow accounts as mandated by RBI for PA operations, ensuring funds are held, reconciled, and released in strict compliance with regulatory timelines

Manage relationships with nodal and escrow banks, coordinate for account setups, limit enhancements, and resolve banking escalations

Ensure daily reconciliation of escrow positions, settlement payouts,



and float management with zero tolerance for discrepancies

Regulatory financial reporting Customer Operations & Support Own the customer support function (L2 and above), establishing SOPs, escalation matrices, and quality benchmarks for efficient grievance redressal

Ensure the customer grievance redressal mechanism complies with RBI's requirements, including turnaround times and escalation to the RBI Ombudsman where applicable

Track and analyse support trends, CSAT scores, and dispute rates to feed insights back into product and operations teams Business Operations Support & Cross-Functional Coordination Act as the central coordinator between technology, product, finance, legal, and business teams to ensure operational readiness for new product launches, integrations, and regulatory changes

Define and maintain operational playbooks, process documentation, and standard operating procedures across all functions under purview

Support internal and external audits by preparing required operational documentation and coordinating cross-team responses Team Leadership Lead, mentor, and develop a team of 5-6 professionals across all operational sub-functions, setting clear KRAs, OKRs, and performance benchmarks

Build a culture of operational excellence, continuous improvement, and accountability within the team





Recruit and onboard talent as the team scales in line with business growth and regulatory requirements What We're Looking For Bachelor's or Master's degree in Business Administration, Finance, or a related field; MBA or professional certifications are a plus

6-9 years of progressive experience in fintech, payments, or banking operations, with at least 2-3 years managing a team

Hands-on experience at a payment aggregator, payment gateway, wallet company, or RBI-regulated fintech is strongly preferred

Working knowledge of RBI PA/PPI frameworks, KYC/KYB requirements, and NPCI products (UPI, IMPS, NACH) sufficient to run compliant operations—without needing to own the compliance function

Proven experience managing escrow accounts, nodal bank relationships, and end-to-end payment settlement operations

Strong process orientation with the ability to design SOPs, build dashboards, and drive operational metrics

Excellent problem-solving and stakeholder management skills; comfortable working across technology, product, finance, and business teams

Strong written and verbal communication skills for internal reporting and external partner management

High ownership mindset, attention to detail, and the resilience to operate in a fast-paced startup environment Nice to have Prior experience at a payment aggregator or payment gateway that was live and processing transactions at scale

Familiarity with payment reconciliation tools, CRM platforms, and helpdesk software (e.g. Freshdesk, Zendesk)

Exposure to merchant risk management, fraud monitoring tools, or chargeback management processes

Experience building operations from scratch at an early-stage or Series A fintech startup

Understanding of NACH mandates, e-NACH, and recurring payment operations

📌 Lead - Operations (Uttar Pradesh)
🏢 Olik Global
📍 Uttar Pradesh