Head - Payments Operations

Role Overview

This leadership role is responsible for overseeing payment operations end to end, including transaction handling, reconciliations, settlements, service processes, and risk controls across the payments ecosystem.

Payment Operations

• Oversee the complete lifecycle of transaction processing, including reconciliation, returns, and settlement activities.
• Manage back-to-back settlements with platform partners, as well as merchant settlements for UPI and card-based acquisitions.
• Handle invoicing and billing for partners and vendors.
• Resolve settlement and reconciliation issues caused by system or network outages by coordinating with participating banks and network partners.

Service Operations

• Lead customer and merchant service channels so their needs related to products, services, and transactions on the platform are addressed effectively.

Risk Operations

• Own risk management across the full portfolio, from onboarding through transaction processing and post-transaction monitoring.
• Apply risk oversight across P2P, P2M, and acquiring transaction types.

Operations Reconciliation

• Ensure that transactions, bills, invoices, settlements, and related records are fully reconciled in line with applicable regulatory requirements.

Framework Design and Setup

• Develop an omnichannel service model spanning all customer touchpoints, with both self-service and assisted-service journeys.
• Design and implement the risk framework across the customer lifecycle for individuals and merchants.
• Create a business continuity plan that reduces disruption and limits impact on the business and customers.
• Establish the full payments operations function, including all core operational processes.

Performance and Compliance

• Improve operational performance against key business metrics such as NPS, service resolution quality, turnaround time, and customer churn.
• Maintain complete compliance with regulatory reporting obligations related to payments operations.
• Represent the organization in discussions with regulators and key ecosystem participants.

Additional Information

Key Result Areas and Supporting Actions were mentioned in the source, but no separate details were provided beyond the operational scope listed above.