Paytm Payments Services

B2B payment gateway for enterprises

Merchant Operations Senior Manager

Business OperationsConfirmed live in the last 24 hours

Full-timeNoida, Uttar Pradesh, IndiaNo salary listedIn-person

About the Job

Requirements

At least 10 years of progressive experience in payments operations or fintech, including at least 5 years in a leadership role managing multifunctional operations teams.
Hands-on experience owning merchant onboarding, KYC/KYB operations, and merchant lifecycle management at scale.
Strong working knowledge of payment acquiring, cross-border payment corridors, and related compliance frameworks, including RBI, FEMA, and SWIFT.
A bachelor's degree in Business, Finance, or a related field.
Deep domain expertise in merchant operations, including onboarding workflows, KYC/KYB regulatory compliance, risk tiering, the AML/KYC framework, and lifecycle governance.
Ability to interpret operational data, identify trends, and translate insights into actionable decisions.
Experience managing large, diverse operational teams.
Proficiency in Excel or Google Sheets and data visualization or intelligence tools such as Tableau or Power BI, or equivalent tools.
Strong stakeholder management and communication skills for engaging with senior leadership, banking partners, and regulatory interfaces.

Responsibilities

Own the full merchant lifecycle, from merchant applications, KYC due diligence, and KYC/KYB processing through activation, configuration, and ongoing account management.
Ensure accuracy, completeness, and timeliness across merchant onboarding stages while maintaining compliance and quality control.
Design and govern onboarding workflows across merchant tiers and channels, adapting processes to different risk profiles, business models, and payment corridors.
Serve as the senior escalation point for complex merchant cases, disputes, and onboarding exceptions requiring cross-functional resolution.
Ensure merchant onboarding and lifecycle operations comply with KYC/KYB frameworks, RBI guidelines, FEMA regulations, and applicable laws.
Oversee periodic merchant reviews, risk-triggered reassessments, and documentation audits to maintain a compliant merchant portfolio.
Oversee operational workflows supporting domestic and international acquiring and payment flows, including settlement, reconciliation, and exception handling.
Partner with Banking and Product teams to ensure operational readiness for new corridors, payment products, and acquiring partnerships.
Monitor gateway and acquiring performance metrics, flag issues, and coordinate resolution with technology and banking partners.
Design, document, and own standard operating procedures across the end-to-end merchant lifecycle, covering use cases from small merchants to large enterprises in India and abroad; ensure procedures are followed and reviewed regularly.
Lead root-cause analysis of onboarding failures, escalations, and service-level agreement breaches; implement corrective actions and track their effectiveness.
Build and maintain operational dashboards tracking merchant onboarding health, turnaround time, exception rates, and service-level agreement performance.
Serve as the primary operational interface between Merchant Operations and internal teams, including Sales, MHD, Product, Compliance, Finance, and Tech.
Manage banking partner and third-party vendor relationships relevant to merchant onboarding, ensuring quality, compliance, and cost-effectiveness.
Oversee operational budgets and forecasts for the merchant operations function and identify and implement cost-efficiency opportunities.

Desired Qualifications

An MBA or equivalent postgraduate qualification is strongly preferred.
Six Sigma or Lean certification, or equivalent process excellence credentials, is preferred.
SQL is an advantage.

About the Role

We are looking for an experienced and commercially minded Senior Manager to lead the merchant operations function. This is a leadership role with end-to-end ownership of the merchant lifecycle — from acquisition and onboarding to KYC compliance, merchant activation, and ongoing account operations.

The ideal candidate is a seasoned payments professional who understands the nuances of merchant onboarding at scale (from tea stalls to large corporates), brings strong regulatory and compliance awareness, and has a proven track record of building and developing high-performance operational teams. You will serve as the operational backbone of the merchant operations, partnering closely with Sales, Product, Compliance, and Banking teams ensuring merchant's journey as seamless, compliant, and commercially impactful.

Key Responsibilities

Merchant Lifecycle & Operational Compliance

Own the full merchant lifecycle at Paytm scale— from merchant application, KYC Due diligence, and KYC/KYB processing through to activation, configuration, ongoing account management

Ensure accuracy, completeness, and timeliness across all merchant onboarding stages, maintaining the highest standards of compliance and quality control.

Design and govern onboarding workflows across merchant tiers and channels, adapting processes to accommodate varying risk profiles, business models, and payment corridors.

Act as the senior escalation point for complex merchant cases, disputes, and onboarding exceptions requiring cross-functional resolution.

Ensure all merchant onboarding and lifecycle operations are conducted in strict alignment with KYC/KYB frameworks, RBI guidelines, FEMA regulations, and applicable laws of land.

Oversee periodic merchant reviews, risk-triggered reassessments, and self-initiated documentation audits to maintain a clean and compliant merchant portfolio.

Oversee operational workflows supporting domestic and International acquiring and payment flows, including settlement, reconciliation, and exceptions.

Partner with Banking and Product teams to ensure operational readiness for new corridors, payment products, and acquiring partnerships.

Monitor gateway and acquiring performance metrics, flagging issues and driving resolution in coordination with technology and banking partners.

Process Excellence & Operational Governance

Design, document, and own SOPs across the end-to-end merchant lifecycle covering all use cases (from tea stall to large enterprise across India and abroad), ensuring they are consistently followed and regularly reviewed.

Lead root-cause analysis (RCA) on onboarding failures, escalations, and SLA breaches; implement robust corrective actions and track resolution effectiveness.

Foster a culture of ownership, accountability, and continuous improvement across all levels of the team.

Build and maintain operational dashboards tracking merchant onboarding health, TAT, exception rates, and SLA performance

Serve as the primary operational interface between Merchant Operations and internal teams including Sales, MHD, Product, Compliance, Finance, and Tech

Manage banking partner and third-party vendor relationships relevant to merchant onboarding, ensuring quality, compliance, and cost-effectiveness.

Oversee operational budgets and forecasts for the merchant operations function; identify and implement cost efficiency opportunities.

Experience & Qualifications

10+ years of progressive experience in payments operations or fintech, with at least 5 years in a leadership role managing multi-functional operations teams.

Demonstrated, hands-on experience owning merchant onboarding, KYC/KYB operations, and merchant lifecycle management at scale.

Strong working knowledge of payment acquiring, cross-border payment corridors, and associated compliance frameworks (RBI, FEMA, SWIFT).

Bachelor's degree in Business, Finance, or a related field; MBA or equivalent postgraduate qualification strongly preferred.

Skills & Competencies

Deep domain expertise in merchant operations — Onboarding workflows, KYC/KYB regulatory compliance, Risk tiering, AML KYC framework and lifecycle governance.

Strong analytical capability with the ability to interpret operational data, identify trends, and translate insights into actionable decisions.

Excellent leadership, coaching, and people development skills — experienced in managing large, diverse operational teams.

Excellent stakeholder management and communication skills, with confidence engaging across senior leadership, banking partners, and regulatory interfaces.

Proficiency in Excel / Google Sheets and Data Visualization tools, Intelligence tools (Tableau, Power BI, or equivalent); SQL is an advantage.

Six Sigma / Lean certification or equivalent process excellence credentials preferred.

About the Company

Paytm Payments Services

B2B payment gateway for enterprises

Paytm Payments Services Limited (PPSL) serves as the business-to-business arm of One97 Communications. It provides digital payment infrastructure for online brands, startups, and merchants in India by offering a payment gateway that accepts debit/credit cards, UPI, net banking, and the Paytm wallet. Its product suite includes customizable checkout options for merchant websites and apps, e-commerce plugins, recurring subscription payments, and payment links sent via SMS or email. Revenue comes mainly from transaction fees charged to merchants for processing payments. PPSL differentiates itself through its use of the Paytm technology backbone, scale in the Indian digital payments ecosystem, and a focus on merchant-focused tools and enterprise-grade payment solutions. Its goal is to help businesses of all sizes accept digital payments quickly and reliably, enabling smoother online transactions and contributing to the growth of India's digital economy.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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