Head - Payments Operations

Key Result Areas (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

Payment Operations

• This will include all activities related to transaction processing, reconciliation, return, settlement, etc.
• Will also cover all back to back settlement with platform partners, settlement to merchants acquired on UPI/cards, invoicing & billing management of partners & vendors, etc.
• Will also be responsible for managing settlement and recon issues that might arise out of system and network outages and will have to work with participating banks, networks to close open recon issues.

Service Operations

• Managing various customer or merchant service channels to service their requirements related to products, services and transactions available on the platform.

Risk Operations

• Managing end to end risk of the portfolio, right from onboarding to transaction to post transaction monitoring. This will be applicable for all transaction types: P2P, P2M and acquiring.

Reconciliation of Operations

• Ensure reconciliation of all transactions, bills, invoices, settlement, etc as per regulatory guidelines (if applicable)

Set up and build frameworks

• Build omnichannel service experience covering all channels and touchpoints, providing DIY and assisted service flows
• Build risk framework and ensure its implementation across customer lifecycle: onboarding, transaction processing and post transaction monitoring for both individuals and merchants and all types of transactions
• Create business continuity plan to manage disruptions and minimize business and customer impact
• Set up complete payment operations covering all operational processes

Drive Operations performance metrics

• Drive service metrics as per organizational goal: NPS, service resolution quality & TAT, customer churn, etc
• Ensure 100% adherence to regulatory reporting with respect to payment operations
• Represent AB Capital in engagements with regulators and key participants