. Merchant Onboarding & Lifecycle
- Own the merchant onboarding 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, deactivation, and offboarding — with clean audit trails and SLA adherence throughout.

2. Settlements, Reconciliation & Refunds
- Own the settlement and reconciliation 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 exception resolution and escalation rather than day-to-day processing.




- Own refund outcomes end to end — standard refunds, delinquency-induced refunds, reversals, and edge-case exceptions — measured against defined SLAs.

3. 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 — collections support, delinquency-triggered refund and adjustment flows, and portfolio hygiene.
- Partner with Risk, Compliance, and InfoSec to ensure operational processes meet RBI/NPCI, PCI-DSS, and DPDP expectations and stay audit-ready.

4. Customer Care & Merchant Support
- Own the customer care and merchant support KPIs — CSAT, SLA adherence, first-response and resolution TAT — across both functions.
- Build a support operation that scales: tiered support, self-serve enablement, and a feedback lo

📌 Head Operations (Mumbai)
🏢 ShopSe Digital Finance
📍 Mumbai