Key Result Areas (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

Payment Operations

This will include all activities related to transaction processing, reconciliation, return, settlement, etc.
Will also cover all back to back settlement with platform partners, settlement to merchants acquired on UPI/cards, invoicing & billing management of partners & vendors, etc.
Will also be responsible for managing settlement and recon issues that might arise out of system and network outages and will have to work with participating banks, networks to close open recon issues.

Service Operations

Managing various customer or merchant service channels to service their requirements related to products, services and transactions available on the platform.

Risk Operations

Managing end to end risk of the portfolio, right from onboarding to transaction to post transaction monitoring. This will be applicable for all transaction types: P2P, P2M and acquiring.

Reconciliation of Operations

Ensure reconciliation of all transactions, bills, invoices, settlement, etc as per regulatory guidelines (if applicable)

Set up and build frameworks

Build omnichannel service experience covering all channels and touchpoints, providing DIY and assisted service flows
Build risk framework and ensure its implementation across customer lifecycle: onboarding, transaction processing and post transaction monitoring for both individuals and merchants and all types of transactions
Create business continuity plan to manage disruptions and minimize business and customer impact
Set up complete payment operations covering all operational processes

Drive Operations performance metrics

Drive service metrics as per organizational goal: NPS, service resolution quality & TAT, customer churn, etc
Ensure 100% adherence to regulatory reporting with respect to payment operations
Represent AB Capital in engagements with regulators and key participants

Head - Payments Operations