Senior Operations Manager

2 weeks ago


Mumbai, Maharashtra, India Network People Services Technologies Full time

Job Title: Senior Operations Manager - Merchant and Banking

About the Role:

We are seeking a highly experienced Senior Operations Manager to join our team at Network People Services Technologies. As a Senior Operations Manager - Merchant and Banking, you will be responsible for managing the entire lifecycle of merchant and banking operations, including onboarding, monitoring, reconciliation, and dispute resolution.

Key Responsibilities:

  • Guide and support the operations team in their daily tasks, helping them achieve set performance goals.
  • Set clear expectations, review outcomes, and mentor the team for continuous improvement.
  • Coordinate with cross-functional teams (Product, Tech, Compliance) to resolve issues and optimize workflows.
  • Collaborate with the Product and Tech teams to drive process automation and continuous operational improvement.
  • Manage the full operational lifecycle: onboarding, monitoring, reconciliation, and dispute resolution.
  • Ensure timely resolution of all operational activities and meet service-level agreements.
  • Monitor and report on team performance using MIS, covering daily, monthly, quarterly, and annual data.
  • Use analytical insights to drive decision-making and process improvements.
  • Act as the key point of contact for external stakeholders (Banks, NPCI, FIU, etc.) and resolve issues effectively.
  • Build strong relationships with internal teams and external partners to ensure smooth operations.
  • Lead and develop a high-performing operations team, fostering a culture of collaboration, innovation, and accountability.
  • Manage disputes within agreed turn-around times, ensuring client satisfaction.
  • What We Are Looking For:
  • Extensive experience in PA/PG operations with a deep understanding of merchant onboarding, monitoring, reconciliation, and dispute resolution.
  • Experience in writing and implementing SOPs, BRDs, and leading automation initiatives.
  • Proficiency in MS Excel and other reporting tools to analyze data and drive performance improvements.
  • Strong interpersonal, communication, and presentation skills, with the ability to lead and groom team members.
  • A solution-oriented mindset with the ability to navigate complex operational challenges effectively.
  • Entrepreneurial skills, ability to observe, innovate and own your work.
  • Detail-oriented and organized with strong time management skills.
  • Influencing skills and the ability to create positive working relationships with team members at all levels.
  • A collaborative approach and work with perfection as a group effort to achieve organization goal

Requirements:

  • Extensive experience in PA/PG operations with a deep understanding of merchant onboarding, monitoring, reconciliation, and dispute resolution.
  • Experience in writing and implementing SOPs, BRDs, and leading automation initiatives.
  • Proficiency in MS Excel and other reporting tools to analyze data and drive performance improvements.
  • Strong interpersonal, communication, and presentation skills, with the ability to lead and groom team members.
  • A solution-oriented mindset with the ability to navigate complex operational challenges effectively.
  • Entrepreneurial skills, ability to observe, innovate and own your work.
  • Detail-oriented and organized with strong time management skills.
  • Influencing skills and the ability to create positive working relationships with team members at all levels.
  • A collaborative approach and work with perfection as a group effort to achieve organization goal

We Offer:

  • A challenging and dynamic work environment
  • Opportunities for growth and professional development
  • Competitive compensation and benefits package
  • Collaborative and supportive team environment
  • Meaningful work that makes a difference

How to Apply:

Please submit your resume and cover letter to [insert contact information].



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