Merchant Operations - Sr Manager - Merchant Ops-Pre Live - Noida
About Us -
Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.
About the Role
We are looking for an experienced and commercially minded Manager/ Senior Manager to lead the merchant operations function within our Payment Acquiring & Cross-Border (PACB) business. This is a leadership role with end-to-end ownership of the merchant lifecycle — from acquisition and onboarding through compliance, activation, and ongoing account operations.
The ideal candidate is a seasoned payments professional who understands the nuances of merchant onboarding at scale, brings strong regulatory and compliance awareness, and has a proven track record of building and developing high-performing operational teams. You will serve as the operational backbone of the PACB business, partnering closely with Sales, Product, Compliance, and Banking teams to ensure every merchant's journey is seamless, compliant, and commercially impactful.
Key Responsibilities:
Merchant Lifecycle & Onboarding Operations
Own the full merchant lifecycle — from application, due diligence, and KYC/KYB processing through to activation, configuration, ongoing account management
Ensure accuracy, completeness, and timeliness across all merchant onboarding stages, maintaining the highest standards of compliance and quality control.
Design and govern onboarding workflows across merchant tiers and channels, adapting processes to accommodate varying risk profiles, business models, and payment corridors.
Act as the senior escalation point for complex merchant cases, disputes, and onboarding exceptions requiring cross-functional resolution.
Compliance and Operational Adherence
Ensure all merchant onboarding and lifecycle operations are conducted in strict alignment with KYC/KYB frameworks, RBI guidelines, FEMA regulations, and applicable cross-border compliance requirements.
Oversee periodic merchant reviews, risk-triggered reassessments, and documentation audits to maintain a clean and compliant merchant portfolio.
Oversee operational workflows supporting domestic acquiring and cross-border payment flows, including settlement, reconciliation, and exceptions
Partner with Banking and Product teams to ensure operational readiness for new corridors, payment products, and acquiring partnerships.
Monitor gateway and acquiring performance metrics, flagging issues and driving resolution in coordination with technology and banking partners.
Process Excellence & Operational Governance
Design, document, and own SOPs across the end-to-end merchant lifecycle, ensuring they are consistently followed and regularly reviewed.
Lead root-cause analysis (RCA) on onboarding failures, escalations, and SLA breaches; implement robust corrective actions and track resolution effectiveness.
Foster a culture of ownership, accountability, and continuous improvement across all levels of the team.
Build and maintain operational dashboards tracking merchant onboarding health, TAT, exception rates, and SLA performance
Serve as the primary operational interface between Merchant Operations and internal teams including Sales, MHD, Product, Compliance, Finance, and Tech
Manage banking partner and third-party vendor relationships relevant to merchant onboarding, ensuring quality, compliance, and cost-effectiveness.
Oversee operational budgets and forecasts for the merchant operations function; identify and implement cost efficiency opportunities.
Experience & Qualifications
6–10 years of progressive experience in payments operations or fintech, with at least 4 years in a leadership role managing multi-functional operations teams.
Demonstrated, hands-on experience owning merchant onboarding, KYC/KYB operations, and merchant lifecycle management at scale.
Strong working knowledge of payment acquiring, cross-border payment corridors, and associated compliance frameworks (RBI, FEMA, SWIFT).
Bachelor's degree in Business, Finance, or a related field; MBA or equivalent postgraduate qualification strongly preferred.
Why join us :
We aim at bringing half a billion Indians in to mainstream economy, and everyone working here is striving to achieve that goal. Our success are rooted in our people’s collective energy and unwavering focus on the customers, and that’s how it will always be. We are the largest merchant acquirer in India.
Compensation:
If you are the right fit, we believe in creating wealth for youWith enviable 500 mn+ registered users, 21 mn+ merchants, and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!
About Us -
Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.
About the Role
We are looking for an experienced and commercially minded Manager/ Senior Manager to lead the merchant operations function within our Payment Acquiring & Cross-Border (PACB) business. This is a leadership role with end-to-end ownership of the merchant lifecycle — from acquisition and onboarding through compliance, activation, and ongoing account operations.
The ideal candidate is a seasoned payments professional who understands the nuances of merchant onboarding at scale, brings strong regulatory and compliance awareness, and has a proven track record of building and developing high-performing operational teams. You will serve as the operational backbone of the PACB business, partnering closely with Sales, Product, Compliance, and Banking teams to ensure every merchant's journey is seamless, compliant, and commercially impactful.
Key Responsibilities:
Merchant Lifecycle & Onboarding Operations
Own the full merchant lifecycle — from application, due diligence, and KYC/KYB processing through to activation, configuration, ongoing account management
Ensure accuracy, completeness, and timeliness across all merchant onboarding stages, maintaining the highest standards of compliance and quality control.
Design and govern onboarding workflows across merchant tiers and channels, adapting processes to accommodate varying risk profiles, business models, and payment corridors.
Act as the senior escalation point for complex merchant cases, disputes, and onboarding exceptions requiring cross-functional resolution.
Compliance and Operational Adherence
Ensure all merchant onboarding and lifecycle operations are conducted in strict alignment with KYC/KYB frameworks, RBI guidelines, FEMA regulations, and applicable cross-border compliance requirements.
Oversee periodic merchant reviews, risk-triggered reassessments, and documentation audits to maintain a clean and compliant merchant portfolio.
Oversee operational workflows supporting domestic acquiring and cross-border payment flows, including settlement, reconciliation, and exceptions
Partner with Banking and Product teams to ensure operational readiness for new corridors, payment products, and acquiring partnerships.
Monitor gateway and acquiring performance metrics, flagging issues and driving resolution in coordination with technology and banking partners.
Process Excellence & Operational Governance
Design, document, and own SOPs across the end-to-end merchant lifecycle, ensuring they are consistently followed and regularly reviewed.
Lead root-cause analysis (RCA) on onboarding failures, escalations, and SLA breaches; implement robust corrective actions and track resolution effectiveness.
Foster a culture of ownership, accountability, and continuous improvement across all levels of the team.
Build and maintain operational dashboards tracking merchant onboarding health, TAT, exception rates, and SLA performance
Serve as the primary operational interface between Merchant Operations and internal teams including Sales, MHD, Product, Compliance, Finance, and Tech
Manage banking partner and third-party vendor relationships relevant to merchant onboarding, ensuring quality, compliance, and cost-effectiveness.
Oversee operational budgets and forecasts for the merchant operations function; identify and implement cost efficiency opportunities.
Experience & Qualifications
6–10 years of progressive experience in payments operations or fintech, with at least 4 years in a leadership role managing multi-functional operations teams.
Demonstrated, hands-on experience owning merchant onboarding, KYC/KYB operations, and merchant lifecycle management at scale.
Strong working knowledge of payment acquiring, cross-border payment corridors, and associated compliance frameworks (RBI, FEMA, SWIFT).
Bachelor's degree in Business, Finance, or a related field; MBA or equivalent postgraduate qualification strongly preferred.
Why join us :
We aim at bringing half a billion Indians in to mainstream economy, and everyone working here is striving to achieve that goal. Our success are rooted in our people’s collective energy and unwavering focus on the customers, and that’s how it will always be. We are the largest merchant acquirer in India.
Compensation:
If you are the right fit, we believe in creating wealth for youWith enviable 500 mn+ registered users, 21 mn+ merchants, and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!
