Job Title

Job Description: Head of Operations Department: Prepaid payment instrumentsLocation: Delhi The Head of Operations in a Prepaid Payment Instrument (PPI) is responsible for leading the end-to-end onboarding process for merchants onto the fintech platform. The role ensures a seamless, compliant, and efficient onboarding journey while coordinating with sales, compliance, risk, technology, and operations teams. The objective is to enable quick merchant activation while maintaining regulatory and risk standards.Merchant Onboarding Strategy & Process ManagementDesign and implement efficient merchant onboarding workflows and SOPs.Ensure quick turnaround time (TAT) for onboarding and merchant activation.Continuously improve onboarding processes to enhance merchant experience and operational efficiency. 2. Compliance & KYC VerificationEnsure all onboarding processes comply with regulatory requirements, KYC, AML, and risk policies.Oversee merchant due diligence including documentation verification and background checks.Coordinate with compliance and risk teams to mitigate onboarding risks. 3. Business & GMV ManagementDrive 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. 4. Team Leadership & ManagementLead and manage the merchant onboarding team including onboarding specialists.Define team KPIs, productivity metrics, and performance benchmarks.Provide training and guidance on onboarding policies, regulatory updates, and operational best practices. 5. Merchant Activation & IntegrationOversee the technical and operational integration of merchants with payment systems.Collaborate with product and technology teams for API integration and system onboarding.Ensure smooth merchant activation with minimal friction. 6. Stakeholder CoordinationWork closely with Sales, Risk, Compliance, Legal, Product, and Tech teams for merchant approvals and onboarding.Support sales teams by ensuring timely merchant onboarding and issue resolution. 7. Reporting & Performance MonitoringTrack onboarding metrics such as:Merchant approval rateOnboarding TATMerchant activation rateDocumentation rejection rateProvide regular reports and insights to leadership. 8. Process Automation & OptimizationImplement automation tools to streamline onboarding workflows.Work with technology teams to enhance onboarding portals and merchant journey. Key Skills & CompetenciesStrong understanding of payments ecosystem and fintech operationsKnowledge of KYC, AML, regulatory complianceProcess optimization and workflow managementStakeholder management and cross-functional collaborationData analysis and operational reportingLeadership and team management QualificationsBachelor’s degree in Business, Finance, Technology, or related fieldMBA or equivalent qualification preferred15+ years of experience in fintech, payments, banking, or digital platformsProven experience in merchant onboarding, risk, or payments operations Key Performance Indicators (KPIs)Merchant onboarding turnaround timeMerchant activation success rateCompliance adherence and audit successOnboarding process efficiencyMerchant satisfaction and retention