AVP - Operations

Only candidates with experience in Payments, PPI, Pre-paid wallets, digital payment systems to apply

Job Purpose:

To lead and oversee the end-to-end operations of Prepaid Payment Instruments (PPI), ensuring seamless transaction processing, compliance with regulatory guidelines, and operational efficiency. The role involves managing PPI issuance, fund loading, transfers, redemptions, and dispute resolution while ensuring adherence to RBI regulations and risk mitigation policies. The AVP is responsible for optimizing processes, driving automation, managing vendor relationships, and enhancing customer experience by improving service reliability and transaction security.

Principal Accountabilities:

End-to-End PPI Operations Management

1. Monitoring the issuance, loading, transfer, redemption, and closure of Prepaid Payment Instruments (PPIs).
2. Ensure smooth processing of transactions across multiple payment modes, including wallets, prepaid cards, and UPI-linked PPIs.
3. Implement automation and process enhancements to improve operational efficiency. Track key operational metrics like transaction success rates, fraud detection, reconciliation accuracy, and settlement efficiency.

Transaction Reconciliation & Settlement

1. Oversee daily reconciliation of PPI transactions, ensuring accuracy and resolving discrepancies.
2. Ensure timely settlement of funds between customers, merchants, and partner banks.
3. Implement automated reconciliation processes to minimize manual errors and operational risks.

Regulatory Compliance & Risk Management

1. Ensure strict adherence to RBI guidelines, AML/KYC norms, and digital payment regulations.
2. Lead audits, regulatory reporting, and coordination with authorities for PPI-related compliance.
3. Implement risk monitoring frameworks to detect fraud, unauthorized transactions, and compliance violations.

Dispute Resolution & Customer Experience

1. Oversee customer escalations, chargebacks, and transaction disputes related to PPIs.
2. Work with customer service teams to ensure timely resolution of complaints and improve service delivery.
3. Implement service quality enhancements to ensure a frictionless user experience for PPI customers.

Operational Efficiency & Process Optimization

1. Ensure smooth and efficient day-to-day PPI operations across multiple functions (customer service, transaction processing, settlements, etc.).
2. Identify and implement process improvements to enhance productivity and reduce turnaround time.
3. Leverage automation and digital solutions to streamline workflows and eliminate manual inefficiencies.

Technology & Digital Transformation

1. Drive PPI system upgrades, fintech integrations, and cybersecurity measures to enhance operational security.
2. Collaborate with IT teams to improve transaction monitoring, fraud prevention, and reporting capabilities.
3. Implement digital innovations to enhance user experience and transaction efficiency.

Stakeholder Management & Cross-Functional Coordination

1. Liaise with internal teams (risk, finance, compliance, IT, customer service) to ensure seamless PPI operations.
2. Act as a bridge between business teams and regulatory authorities for smooth operational execution.
3. Represent the organization in industry forums, regulatory discussions, and payment ecosystem collaborations.

Qualifications:

• Minimum Qualification required: Any Graduate

Work Experience

• 12 to 15 years of experience in digital payments, banking operations, or fintech, with at least 5+ years in PPI.
• Hands-on experience in prepaid wallets, digital payment systems, and digital money transfers.
• Strong understanding of PPI issuance, fund loading, transfers, redemptions, refunds and chargebacks.
• Proven track record in managing regulatory & internal audits, risk assessments, and fraud prevention strategies.
• Exposure to handling escalations from regulatory bodies like RBI, NPCI, Switch and Escrow partners.
• Managing high-volume transactions while maintaining accuracy in fund transfers and financial reporting.
• Hands-on experience with **core banking systems, fintech platforms, and API-based payment.
• Experience in leading large teams handling PPI operations, dispute resolution, and customer escalations.
• Proven ability to handle high-pressure situations like system downtimes, fraud incidents, and regulatory changes.
• Excellent verbal and written communication skills for reporting financial findings.