Merchant Onboarding & Lifecycle
Own the merchant onboarding system, process and KPIs — activation rate, onboarding TAT, and drop-off — 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 — activation, configurations — with clean audit trails and SLA adherence throughout.
Settlements, Reconciliation & Refunds
Own the settlement and reconciliation system, process and KPIs — settlement accuracy and timeliness, break-resolution TAT, and zero unexplained breaks — 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 — standard refunds, delinquency-induced refunds, reversals,



and edge-case exceptions — measured against defined SLAs.
Risk & Delinquency Operations
Own the operational risk and delinquency KPIs — fraud and chargeback rates, delinquency-flow resolution, and escalation TAT — and the controls that drive them.
Oversee delinquency operations in coordination with lenders —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.
Customer Care & Merchant Support
Own the customer care and merchant support KPIs — 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.
Partner & Stakeholder Management
Ser

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