Paytm Labs

Digital payments, loans, investments, and insurance

General Manager, Travel Business Operations - CST Travel

Business & StrategyConfirmed live in the last 24 hours

Full-timeNo salary listedIn-person

About the Job

Requirements

A graduate or post-graduate degree in Operations Management, Business Administration, or a related field; an MBA is preferred.
10–14+ years of overall experience leading large-scale customer operations, service delivery, or business operations within fast-paced e-commerce, BPO/KPO, or travel sectors; travel industry experience is highly preferred.
A proven track record of directly and indirectly managing large, multi-tiered operations teams with a 100+ span of control and vendor networks.
Deep expertise in vendor management, service-level agreement enforcement, workforce forecasting, and operational turnaround management.
Demonstrated experience delivering operational reviews and strategic updates to C-suite and executive stakeholders.

Responsibilities

Direct day-to-day business operations across the travel verticals of flights, bus, and hotels, ensuring seamless execution, high customer satisfaction, and service continuity.
Set, monitor, and enforce operational key performance indicators and service delivery service-level agreements, including turnaround time, first contact resolution, quality scores, and customer satisfaction and net promoter scores, across customer touchpoints.
Evaluate operational budgets, control unit operational costs, and identify cost-efficiency initiatives to maximize operational return on investment in line with the annual operating plan.
Lead, mentor, and build high-performing operational leaders, including managers, team leads, and operations executives, fostering accountability and continuous performance improvement.
Direct workforce planning, shift alignment, and seasonal ramping to handle volume spikes and maintain operational throughput during peak travel periods.
Conduct regular operational performance reviews, establish individual and team deliverables, and manage performance benchmarks across operational tiers.
Oversee third-party vendor operations, partner call centers, and business process outsourcing relationships to ensure alignment with operational guidelines and quality standards.
Manage partner service-level agreements, audit vendor billing against delivery metrics, and drive continuous improvement programs across vendor partners.
Audit operational workflows, identify bottlenecks, and streamline process steps to eliminate service delays and reduce manual rework.
Handle critical, high-severity operational escalations, establish root cause analyses, and develop corrective action plans to prevent recurrence.
Establish maker-checker controls, quality audit frameworks, and compliance checks across operational transactions.

Desired Qualifications

Travel industry experience is highly preferred.
An MBA is preferred.

About Us:

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy using technology.

Role Overview

We are looking for a highly accomplished, execution-focused General Manager — Travel Business Operations to lead end-to-end service operations, team performance, vendor ecosystems, and process delivery across Paytm’s Travel vertical (Flights, Bus, Hotels).

In this leadership role, you will be directly responsible for driving operational excellence, enforcing strict Service Level Agreements (SLAs), managing large-scale internal and outsourced operations teams, and optimizing cost structures across business operations. You will act as the operational anchor connecting frontline execution directly with executive leadership.

Key Responsibilities

1. Core Service Operations & SLA Governance

End-to-End Operational Execution: Direct day-to-day business operations across Travel verticals (Flights, Bus, Hotels), ensuring seamless execution, high customer satisfaction, and service continuity.

SLA & Performance Management: Set, monitor, and enforce strict operational KPIs and service delivery SLAs (TAT, FCR, Quality Scores, CSAT/NPS) across all customer touchpoints.

Cost & Budget Optimization: Evaluate operational budgets, control unit operational costs, and identify cost-efficiency initiatives to maximize operational ROI in line with the Annual Operating Plan (AOP).

2. Large Team Leadership & Capacity Planning

People Management: Lead, mentor, and build high-performing operational leaders (Managers, Team Leads, and Operations Executives), fostering a culture of accountability and continuous performance improvement.

Resource & Capacity Planning: Direct workforce planning, shift alignment, and seasonal ramping to handle volume spikes and ensure smooth operational throughput during peak travel periods.

Performance Reviews & Governance: Conduct regular operational performance reviews, establish clear individual and team deliverables, and manage performance benchmarks across all operational tiers.

3. Vendor Management & Partner Governance

Outsourced Partner Governance: Oversee third-party vendor operations, partner call centers, and BPO relationships to ensure strict alignment with Paytm’s operational guidelines and quality standards.

Vendor Contract & Billing Audits: Manage partner SLAs, audit vendor billing against delivery metrics, and drive continuous improvement programs across vendor partners.

4. Process Excellence, Escalation Management & Risk Control

Process Optimization: Audit existing operational workflows, identify operational bottlenecks, and streamline process steps to eliminate service delays and reduce manual re-work.

Customer Escalations & Crisis Management: Handle critical, high-severity operational escalations, establishing clear root cause analysis (RCA) and corrective action plans to prevent recurrence.

Risk & Quality Assurance: Establish robust maker-checker controls, quality audit frameworks, and compliance checks across all operational transactions.

Candidate Qualifications & Requirements

Education: Graduate/Post-Graduate degree in Operations Management, Business Administration (MBA preferred), or related fields.

Experience: 10–14+ years of overall experience leading large-scale Customer Operations, Service Delivery, or Business Operations within fast-paced E-commerce, BPO/KPO, or Travel sectors (Travel industry experience highly preferred).

Leadership & Team Size: Proven track record of directly and indirectly managing large, multi-tiered operations teams (100+ span of control) and vendor networks.

Operational Execution: Deep expertise in vendor management, SLA enforcement, workforce forecasting, and operational turnaround management.

Stakeholder Management: Outstanding communication and leadership skills, with demonstrated experience delivering operational reviews and strategic updates to C-suite and executive stakeholders.

Why Join Us:

2. Improve the average revenue per use by increasing the cross-sell opportunities

3. A solid 360 feedback from your peer teams on your support of their goals

4. Respect, that is earned, not demanded from your peers and manager

Requirements at a Glance

Experience Level: Expert
Education: Bachelor's, MBA

Benefits

Health & Wellbeing - Your group health benefits are 100% funded by us, and start on your first day.
Travel the World - Even though we are currently working remotely, usually our employees make frequent international business-related trips while working on exciting projects.
Continuous Learning - We're passionate about learning and strive to constantly improve and innovate. We learn from others, our challenges & our successes.
Connection - In this virtual world, we stay connected through events like game nights, movie nights, arts & crafts sessions (like Origami), meditation sessions, and much more.
Autonomy & Flexibility - You get to define how you want to make an impact. We truly believe that great things happen when people are given the trust and freedom to create their own path.
Beautiful Office - Whenever we return back to the office, you’ll get to check out our awesome workspace, complete with pool and ping pong tables, a snack-filled kitchen, and tons of cozy work spaces.

About the Company

Paytm Labs

Digital payments, loans, investments, and insurance

Paytm Labs offers an integrated digital payments and financial services platform in India for individuals and businesses, covering UPI payments, mobile recharges, bill payments, ticket bookings, loans, investments, insurance, metro cards, and more. Users initiate payments or financial actions in the app, which are processed through UPI and payment gateways, with revenue from transaction fees and commissions on financial services. It differentiates itself through a large ecosystem of merchants and users, a wide range of services in one app, and a focus on customer support and trust. Its goal is to make a broad set of financial services easily accessible to mass-market users while growing revenue via payment processing and financial services partnerships at scale.

Company size: 10,001+
Company stage: IPO
Headquarters: Noida, India
Founded: 2014

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