1.  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.

2.  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.

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 —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.

4.  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.

5.  Partner & Stakeholder Management

• Serve as the operational relationship owner for lenders/NBFCs, payment aggregators, payment gateways, and enterprise merchants.
• Run operational reviews against agreed KPIs and SLAs; drive issue resolution and continuous improvement with each partner; represent ShopSe credibly in partner and regulatory operational discussions.
• Coordinate closely with internal stakeholders — product, engineering, finance, risk, and compliance — to keep operations aligned with business goals.

6.  Regulatory Operations, Nodal & Grievance Redressal

• Act as ShopSe’ Nodal Officer and Grievance Redressal Officer, serving as the designated point of contact for customer and merchant grievances and for partner and regulatory escalations.
• Own the grievance redressal mechanism and its KPIs — resolution within regulatory timelines and complaint MIS accuracy — with escalation to partner escalation paths where applicable.
• Maintain the grievance register and complaint MIS; ensure GRO/nodal contact details are published as required across channels.
• Ensure operational adherence to RBI's digital lending guidelines, PA/PG guidelines, and partner-mandated grievance SLAs; produce periodic grievance and resolution reporting for partners and leadership.

7.  Process, Automation & KPI Governance

• Define the operational KPI framework — metrics, targets, dashboards, and governance cadence — so the business runs on data, not firefighting.
• Identify operational bottlenecks and drive scalable, automated solutions that reduce manual effort, error rates, and cost-to-serve.
• Partner with product and engineering to translate operational needs into tooling, workflow automation, and internal platforms.

8.  Team Leadership

• Build, lead, and mentor the operations team that executes onboarding, settlements/recon, support, and risk operations day to day.
• Set clear goals, SLAs, and accountability structures; manage performance against KPIs and develop team capability as the function scales.
• Instil an operational-excellence culture — documentation, RCA on failures, and continuous improvement.

Requirements

• 10 – 15 years in operations, with at least 3–4 years leading operations teams in payments (payment aggregator, gateway, or payments fintech).
• Creating an automated payments-operations system will be the key ask for this role — merchant onboarding, settlements and reconciliation through lending and payment partners, customer/merchant query resolution,and payments compliance.
• Deep, hands-on grounding in settlements and reconciliation – robust tracking and owning of KPIs, designing the controls, and holding a team accountable.
• Direct experience managing relationships with payment aggregators and payment gateways (relationships with lenders/NBFCs a plus).
• Proven experience building and scaling merchant onboarding and support operations through a team.
• Solid working understanding of the risk and compliance landscape for payment aggregators — RBI PA/PG guidelines, merchant/KYB compliance, and grievance redressal norms; awareness of digital lending guidelines (LSP, DLG) is valuable.
• Experience operating within, or interfacing with, compliance and risk functions in a regulated payments environment — able to translate regulatory requirements into operational controls.
• Track record of owning operational KPIs and driving measurable improvement through process and automation.
• Comfort working with data tools and partnering with product/engineering on internal automation.

• Prior experience serving as a Nodal Officer or Grievance Redressal Officer in a payments or lending entity.
• Graduation from a reputed institute

• Strong stakeholder management across partners, regulators-adjacent teams, and internal leadership.
• Structured, metrics-driven, and outcome-oriented
• Builder mindset — comfortable owning a function in a lean, scaling environment.