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 fast-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
- Solid 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