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Head of Payment Operations

Head of Payment Operations

Pay10 IndiaNew Delhi, Republic Of India, IN
16 days ago
Job description

Key Roles and Responsibilities of the Head of Operations – PPI

1. Prepaid Product Operations

  • Oversee end-to-end lifecycle of prepaid instruments (issuance, usage, expiry, recharge).
  • Manage operational workflows for open-loop, semi-closed, and closed-loop payment instruments.
  • Coordinate with product teams to implement new features of PPI products.

2. Transaction Processing & Reconciliation

  • Ensure seamless authorization, clearing, and settlement of prepaid transactions.
  • Monitor and resolve transaction failures, chargebacks, refunds, and disputes.
  • Daily reconciliation between internal ledger, banks, networks, and issuer systems.

    • 3. Business & GMV Management

  • Drive operational excellence to support growth in GMV across wallet issuance, load, and usage.
  • Monitor daily and monthly GMV trends, identify operational bottlenecks, and implement corrective measures.
  • Collaborate with product, business, and partnerships teams to ensure seamless customer journeys that directly contribute to higher GMV.
  • Ensure cost efficiency and optimized operations to balance GMV growth with profitability.

    • 5. KYC and Customer Onboarding Oversight

  • Ensure smooth and compliant onboarding of customers with appropriate KYC tiers (min KYC vs full KYC).
  • Implement and monitor automated eKYC / cKYC / vKYC processes.
  • Interface with customer support and risk teams for onboarding escalations or fraud cases.

    • 6. Fraud and Risk Management

  • Implement systems to monitor suspicious transactions or account behavior.
  • Collaborate with fraud analytics and risk teams to proactively mitigate operational risks.
  • Drive investigations and response mechanisms for fraud or AML flags.

    • 7. Customer Experience Support

  • Ensure smooth customer journey from onboarding to usage and support.
  • Build SOPs for transaction issues, wallet funding failures, and expired card redemptions.
  • Reduce friction in the customer lifecycle through process improvements.

    • 8. Operational Reporting & Analytics

  • Define and monitor KPIs : uptime, transaction success rate, reconciliation accuracy, TAT for disputes, etc.
  • Report metrics to senior leadership and regulators as required.
  • Use data to drive continuous improvement and scalability.

    • 9. Business Continuity and Scalability

  • Develop disaster recovery and business continuity plans for key systems.
  • Plan and implement operational scalability for growth in transaction volume or user base.
  • Ensure 24x7 operations coverage if needed (especially in consumer-facing PPIs).

    • 10. Team Leadership

  • Build and manage teams in charge of operations, customer support, KYC, dispute resolution, etc.
  • Drive performance management, training, and cross-team collaboration.

    • Core Skills and Competencies :

  • 15+ years of total experience, with at least 8-10 in payments or fintech industry, 5+ years in a leadership or senior operational role.
  • MBA or equivalent with specialization in Operations, Finance or Technology Management is highly valued.
  • Deep understanding of PPI regulations and guidelines.
  • Strong background in payment processing, banking systems, and fintech operations.
  • Leadership and stakeholder management.
  • Regulatory reporting and audit handling.
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    Head Of • New Delhi, Republic Of India, IN

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