Head of Operations

Job Description: Head of Operations

Department: Prepaid payment instruments

Location: Delhi

The Head of Operations in a Prepaid Payment Instrument (PPI) is responsible for leading the end-to-end onboarding process for merchants onto the fintech platform. The role ensures a seamless, compliant, and efficient onboarding journey while coordinating with sales, compliance, risk, technology, and operations teams. The objective is to enable quick merchant activation while maintaining regulatory and risk standards.

1. Merchant Onboarding Strategy & Process Management

• Design and implement efficient merchant onboarding workflows and SOPs.
• Ensure quick turnaround time (TAT) for onboarding and merchant activation.
• Continuously improve onboarding processes to enhance merchant experience and operational efficiency.

2.Compliance & KYC Verification

• Ensure all onboarding processes comply with regulatory requirements, KYC, AML, and risk policies.
• Oversee merchant due diligence including documentation verification and background checks.
• Coordinate with compliance and risk teams to mitigate onboarding risks.

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.

4. Team Leadership & Management

• Lead and manage the merchant onboarding team including onboarding specialists.
• Define team KPIs, productivity metrics, and performance benchmarks.
• Provide training and guidance on onboarding policies, regulatory updates, and operational best practices.

5. Merchant Activation & Integration

• Oversee the technical and operational integration of merchants with payment systems.
• Collaborate with product and technology teams for API integration and system onboarding.
• Ensure smooth merchant activation with minimal friction.

6. Stakeholder Coordination

• Work closely with Sales, Risk, Compliance, Legal, Product, and Tech teams for merchant approvals and onboarding.
• Support sales teams by ensuring timely merchant onboarding and issue resolution.

7. Reporting & Performance Monitoring

• Track onboarding metrics such as:
• Merchant approval rate
• Onboarding TAT
• Merchant activation rate
• Documentation rejection rate
• Provide regular reports and insights to leadership.

8. Process Automation & Optimization

• Implement automation tools to streamline onboarding workflows.
• Work with technology teams to enhance onboarding portals and merchant journey.

Key Skills & Competencies

• Strong understanding of payments ecosystem and fintech operations
• Knowledge of KYC, AML, regulatory compliance
• Process optimization and workflow management
• Stakeholder management and cross-functional collaboration
• Data analysis and operational reporting
• Leadership and team management

Qualifications

• Bachelor's degree in Business, Finance, Technology, or related field
• MBA or equivalent qualification preferred
• 15+ years of experience in fintech, payments, banking, or digital platforms
• Proven experience in merchant onboarding, risk, or payments operations

Key Performance Indicators (KPIs)

• Merchant onboarding turnaround time
• Merchant activation success rate
• Compliance adherence and audit success
• Onboarding process efficiency
• Merchant satisfaction and retention