Network People Services Technologies - AVP - Operations (10-15 yrs)

What Will You Do:

- We are looking for a driven and experienced professional to fill the role of AVP - Operations, a key position responsible for enhancing and streamlining our operational processes.

- The ideal candidate will leverage their extensive experience in PA/PG operations to guide the operations team, ensure efficient workflows, and continuously seek process improvements.

- This role involves managing the entire lifecycle of merchant and banking operations, including onboarding, monitoring, reconciliation, and dispute resolution, ensuring all operational activities are handled effectively and within set timelines.

Job Responsibilities:

Operations Management:

- Guide and support the operations team in their daily tasks, helping them achieve set performance goals.

- Set clear expectations, review outcomes, and mentor the team for continuous improvement.

- Coordinate with cross-functional teams (Product, Tech, Compliance) to resolve issues and optimize workflows.

- Process Improvement & Automation

- Collaborate with the Product and Tech teams to drive process automation and continuous operational improvement.

- Rewrite and streamline processes to align with expansion strategies.

- Prepare and implement SOPs and Business Requirement Documents (BRDs).

- Merchant & Banking Operations

- Manage the full operational lifecycle: onboarding, monitoring, reconciliation, and dispute resolution.

- Ensure timely resolution of all operational activities and meet service-level agreements.

- Reporting & Analytics

- Monitor and report on team performance using MIS, covering daily, monthly, quarterly, and annual data.

- Use analytical insights to drive decision-making and process improvements.

Stakeholder Management

- Act as the key point of contact for external stakeholders (Banks, NPCI, FIU, etc. ) and resolve issues effectively.

- Build strong relationships with internal teams and external partners to ensure smooth operations.

- Leadership & Team Development

- Lead and develop a high-performing operations team, fostering a culture of collaboration, innovation, and accountability.

- Manage disputes within agreed turn-around times, ensuring client satisfaction.

What Are We Looking For:

- Extensive experience in PA/PG operations with a deep understanding of merchant onboarding, monitoring, reconciliation, and dispute resolution.

- Experience in writing and implementing SOPs, BRDs, and leading automation initiatives.

- Proficiency in MS Excel and other reporting tools to analyze data and drive performance improvements.

- Strong interpersonal, communication, and presentation skills, with the ability to lead and groom team members.

- A solution-oriented mindset with the ability to navigate complex operational challenges effectively.

- Entrepreneurial skills, ability to observe, innovate and own your work.

- Detail-oriented and organized with strong time management skills.

- Influencing skills and the ability to create positive working relationships with team members at all levels.

- A collaborative approach and work with perfection as a group effort to achieve organization goal