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.
- 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
