Business Operations - General Manager - CST Travel

Overview

Lead end-to-end service operations, team performance, vendor ecosystems and process delivery across Paytm's Travel vertical (Flights, Bus, Hotels), acting as the operational anchor between frontline execution and executive leadership.

What you'll do

• Direct day-to-day business operations across Travel verticals (Flights, Bus, Hotels), ensuring seamless execution, high customer satisfaction and service continuity.
• Set, monitor and enforce operational KPIs and service delivery SLAs (TAT, FCR, quality scores, CSAT/NPS) across all customer touchpoints.
• Evaluate operational budgets, control unit operational costs and identify cost-efficiency initiatives in line with the Annual Operating Plan (AOP).
• Lead, mentor and build high-performing operational leaders (Managers, Team Leads and Operations Executives).
• Direct workforce planning, shift alignment and seasonal ramping to handle volume spikes during peak travel periods.
• Conduct regular operational performance reviews and establish clear individual and team deliverables.
• Oversee third-party vendor operations, partner call centers and BPO relationships for alignment with Paytm's operational guidelines and quality standards.
• Manage partner SLAs, 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 re-work.
• Handle critical, high-severity operational escalations, establishing root cause analysis (RCA) and corrective action plans.
• Establish maker-checker controls, quality audit frameworks and compliance checks across all operational transactions.

What you'll need

• Graduate or Post-Graduate degree in Operations Management, Business Administration or related fields.
• 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.
• Proven track record of directly and indirectly managing large, multi-tiered operations teams (100+ span of control) and vendor networks.
• Deep expertise in vendor management, SLA enforcement, workforce forecasting and operational turnaround management.
• Outstanding communication and leadership skills, with experience delivering operational reviews and strategic updates to C-suite and executive stakeholders.

Nice to have

• MBA.
• Travel industry experience.

Details

• Location: Noida, Uttar Pradesh, India.