Job Description

About the job

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Pine Labs is a leading fintech company building technology and financial solutions across payments, commerce and embedded finance for businesses and consumers across the Global South. With a strong presence across multiple markets, Pine Labs enables businesses with digital payments, financial services and commerce solutions, helping them grow and operate more efficiently.

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Join us to be part of a fast-paced, innovative fintech workplace with opportunities to work on high-impact business and finance initiatives.

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The Role

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The Manager – Business Operations will be responsible for managing Level 1 support operations for Card and Payments systems, ensuring high system availability, timely incident resolution, and seamless transaction processing.

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The role involves team management, incident and service management, stakeholder coordination, operational monitoring, and continuous improvement across payment operations.

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RESPONSIBILITIES

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- Manage day-to-day L1 operations and support for Card and Payments systems.
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- Monitor payment transactions, system health, alerts and operational dashboards to ensure high availability and smooth transaction processing.
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- Lead the team in identifying, troubleshooting and resolving production incidents and operational issues within defined SLAs.
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- Coordinate with Technology, Product, Engineering, Risk, Compliance and external partners/vendors for incident resolution and service continuity.
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- Drive effective incident management, escalation and root-cause analysis for recurring issues.
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- Ensure adherence to defined SOPs, SLAs, controls and operational processes.
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- Track operational metrics and prepare regular reports on incidents, availability, transaction performance and SLA adherence.
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- Identify recurring operational challenges and drive process improvements and automation to improve efficiency and reduce incidents.
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- Manage and develop the operations team, including performance management, coaching and capability building.
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- Support business continuity and ensure appropriate operational readiness for current products, releases and system changes.
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- Maintain strong focus on customer experience, transaction success rates and operational risk.
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WHAT MATTERS IN THIS ROLE

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- Payments & Cards Operations: Strong understanding of payment systems, card transactions and transaction processing.
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- L1 / Production Support: Experience managing first-level operations/support for critical production systems.
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- Incident Management: Ability to handle high-severity incidents, coordinate multiple teams and drive timely resolution.
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- Team Management: Experience leading and developing an operations/support team.
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- Stakeholder Management: Strong ability to work with Technology, Product, Risk, Compliance and external partners.
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- SLA & Performance Management: Strong understanding of operational KPIs, SLAs, service availability and transaction success.
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- Problem Solving: Ability to identify patterns, perform root-cause analysis and drive preventive actions.
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- Process Orientation: Strong focus on SOPs, controls, documentation and continuous improvement.
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- Communication: Clear and confident communication, particularly during incidents and escalations.
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- Ownership & Agility: Comfortable working in a fast-paced environment where business continuity and customer impact are critical.
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What we value in our people.

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- You take the Shot: You decide fast and deliver right
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- You are the CEO of what you do: You show ownership and make things happen.
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- You own tomorrow: You build solutions for the merchants and do the right thing.
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- You sign your work like an artist: You seek to learn and take pride in the work you do.
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- You are the Sherpa: You take people along and act in the interest of Pine Labs.
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- You care with tough love: You empower others and help people grow.
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📌 Manager-Business Operations (Pune)
🏢 Pine Labs
📍 Pune