Head of Operations - PPIConfidential • Delhi, India
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Head of Operations - PPI
Confidential • Delhi, India
28 days ago
Job descriptionEnsure 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. 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. 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. 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. 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. 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. 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). Build and manage teams in charge of operations, customer support, KYC, dispute resolution, etc. Drive performance management, training, and cross-team collaboration. 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.
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
3. Business & GMV Management
5. KYC and Customer Onboarding Oversight
6. Fraud and Risk Management
7. Customer Experience Support
8. Operational Reporting & Analytics
9. Business Continuity and Scalability
10. Team Leadership
Core Skills and Competencies :
Skills Required
Payment Processing, banking systems, Regulatory Reporting
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