Merchant Operations - Noida - Operations & Support

Overview

Own end-to-end merchant operations processes for Paytm's payment offerings (QR, Soundbox, EDC/POS, Payment Links, Online Payment Gateways), running them at scale with zero compliance gaps and continuously re-engineering them through AI-led automation.

What you'll do

• Own end-to-end delivery of assigned merchant operations processes against defined SLAs, TAT, quality, and cost targets.
• Ensure every process operates in strict alignment with KYC/KYB and AML frameworks, RBI guidelines, FEMA (for cross-border flows), card network and NPCI rules, and applicable laws.
• Design and govern workflows that adapt to varying merchant segments, business models, and payment corridors, from small retail merchants to large enterprises in India and abroad.
• Act as the senior escalation point for complex cases, exceptions, and disputes requiring cross-functional resolution.
• Drive audit readiness through periodic portfolio reviews, maker-checker controls, sampling-based quality audits, and closure of internal and regulatory audit observations.
• Map current-state processes, identify manual and repetitive steps, and build a prioritised automation roadmap with clear business cases.
• Champion AI-led solutioning, identifying where AI / Agentic AI can replace or assist manual review, document checks, profiling, triage, and merchant communication, and take these from pilot to production at scale.
• Lead delivery of automation using rule engines, workflow / BPM and case-management tools, RPA, low-code / no-code platforms, API-based integrations, OCR and intelligent document processing, and AI-assisted review and triage.
• Write clear BRDs, process flows, and user stories; partner with Product and Engineering through design, UAT, rollout, and post-launch stabilisation.
• Build self-serve and auto-resolution journeys for merchants and internal teams to reduce inbound volume and dependency on operations.
• Build controlled automation with exception handling, audit trails, fallback paths, and monitoring.
• Ideate and launch new processes and operating models from scratch (0 to 1) for new payment products, partners, and merchant segments, and scale them up or down rapidly.
• Identify and deliver revenue growth and bottom-line improvement through faster activation, better merchant experience, and lower cost to serve.
• Own cost optimisation for the function, including cost per merchant, vendor spend, and productivity, with clear quarterly targets.
• Maintain multi-dimensional control across volumes, quality, compliance, cost, and stakeholder outcomes.
• Build and maintain operational dashboards and MIS covering volumes, TAT, SLA adherence, backlog, exception and rejection rates, quality scores, and automation coverage.
• Lead root-cause analysis on failures, escalations, and SLA breaches, converting recurring issues into permanent system or process fixes.
• Apply Lean / Six Sigma methods to remove waste, standardise work, and improve first-time-right rates.
• Serve as the operational interface between Merchant Operations and Sales, Merchant Helpdesk, Product, Technology, Compliance, Legal, and Finance.
• Build and manage relationships with banking partners, aggregators, and third-party vendors for quality, compliance, and cost-effectiveness.
• Engage with regulators and law enforcement agencies for fraud mitigation initiatives and queries.
• Build, coach, and retain complex and diversified teams, developing process owners and analysts with an automation-first mindset.

What you'll need

• 10+ years of progressive experience in payments, fintech, or banking operations.
• At least 5 years leading teams and owning multiple processes.
• Hands-on ownership of merchant operations processes at scale: Onboarding and KYC/KYB, lifecycle management, Product operations, Disputes, Business growth or LEA operations.
• AI-first approach to solutioning, with experience in workflow / BPM or case-management platforms, merchant technical integrations, low-code / no-code tools, and rule engines.
• Understanding of APIs and system integrations; exposure to OCR / IDP and AI / GenAI use cases in operations.
• Demonstrated track record of delivering process automation and workflow re-design with measurable outcomes (for example, TAT reduced, STP increased, FTE effort saved, error rates lowered).
• Experience building 0-to-1 processes or teams and scaling them across multiple verticals or functions.
• Strong knowledge of payment acquiring, cross-border corridors, and associated regulatory frameworks (RBI, FEMA, AML, card network rules) across offline and online payments.
• Bachelor's degree in Business, Finance, Engineering, or a related field.
• Strong data-driven decisioning and command over analytical tools (Google Analytics, SQL, Python, Power BI, Looker, or equivalent).

Nice to have

• Exposure across online and offline payments, financial services, brand operations, business growth operations, and LEA operations.
• MBA or equivalent postgraduate qualification.

Details

• Location: Noida, Uttar Pradesh.