About the role
We are looking for a energetic 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 quali
📌 Lead - Operations (Lucknow)
🏢 Qode
📍 Lucknow