Pay10 - Head - Prepaid Product Operations

2 days ago

New Delhi, India Pay10 Full time

Key Roles and Responsibilities of the Head of Operations - PPI. Prepaid Product Operations:- Oversee end-to-end lifecycle of prepaid instruments (issuance, usage, expiry, recharge).- Manage operational workflows for open-loop, semi-closed, and closed-loop payment instruments.- Coordinate with product teams to implement new features of PPI products.Transaction Processing & Reconciliation:- Ensure seamless authorization, clearing, and settlement of prepaid transactions.- Monitor and resolve transaction failures, chargebacks, refunds, and disputes.- Daily reconciliation between internal ledger, banks, networks, and issuer systems. Business & GMV Management:- Drive operational excellence to support growth in GMV across wallet issuance, load, and usage.- Monitor daily and monthly GMV trends, identify operational bottlenecks, and implement corrective measures.- Collaborate with product, business, and partnerships teams to ensure seamless customer journeys that directly contribute to higher GMV.- Ensure cost efficiency and optimized operations to balance GMV growth with profitability.- KYC and Customer Onboarding Oversight. Ensure smooth and compliant onboarding of customers with appropriate KYC tiers (min KYC vs full KYC).- Implement and monitor automated eKYC/cKYC/vKYC processes.- Interface with customer support and risk teams for onboarding escalations or fraud cases.- Fraud and Risk Management. Implement systems to monitor suspicious transactions or account behavior.- Collaborate with fraud analytics and risk teams to proactively mitigate operational risks.- Drive investigations and response mechanisms for fraud or AML flags.- Customer Experience Support - Ensure smooth customer journey from onboarding to usage and support.- Build SOPs for transaction issues, wallet funding failures, and expired card redemptions.- Reduce friction in the customer lifecycle through process improvements. Operational Reporting & Analytics:- Define and monitor KPIs: uptime, transaction success rate, reconciliation accuracy, TAT for disputes, etc.- Report metrics to senior leadership and regulators as required.- Use data to drive continuous improvement and scalability. Business Continuity and Scalability:- Develop disaster recovery and business continuity plans for key systems.- Plan and implement operational scalability for growth in transaction volume or user base.- Ensure 24x7 operations coverage if needed (especially in consumer-facing PPIs). Team Leadership:- Build and manage teams in charge of operations, customer support, KYC, dispute resolution, etc.- Drive performance management, training, and cross-team collaboration. Core Skills and Competencies :.- 15+ years of total experience, with at least 8-10 in payments or fintech industry, 5+ years in a leadership or senior operational role.- MBA or equivalent with specialization in Operations, Finance or Technology Management is highly valued.- Deep understanding of PPI regulations and guidelines.- Strong background in payment processing, banking systems, and fintech operations.- Leadership and stakeholder management.- Regulatory reporting and audit handling. (ref:iimjobs.com)

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