Lead - Business Operations

4 weeks ago

Bengaluru, India Razorpay Full time

Job Description

As aLead - Business Operations, you will drive end-to-end operational excellence in merchant onboarding, process improvements, and stakeholder collaboration. You ll be responsible for leading initiatives, analyzing data, and ensuring streamlined workflows, all while mentoring a high-performing team.

Key Responsibilities

- Lead and optimize the merchant onboarding process across verticals to ensure SLA adherence and high NPS.
- Own operational metrics such as TAT, accuracy rate, and case resolution timelines.
- Drive process innovation through automation and tool enhancements.
- Collaborate with Sales, Product, Risk, and Compliance teams to manage exceptions and improve workflows.
- Conduct regular audits and identify areas of improvement across operations.
- Develop and maintain dashboards, process documentation, and business review reports.
- Mentor and manage a team of associates and senior associates to ensure team success and growth.

Experience and Skills Required

- 5+ years in business operations, preferably in fintech, SaaS, or financial services.
- Proven expertise in process design and operations optimization.
- Advanced skills in Excel; familiarity with automation tools and dashboards is a plus.
- Excellent written and verbal communication skills.
- Prior team management experience is a strong advantage.

Key Attributes for Success

- Process Thinking & Problem Solving
- Decision-Making & Prioritization
- Stakeholder Management
- Analytical Mindset
- Strong Accountability & Detail Orientation
- Team Mentorship & Ownership

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