Merchant Operations - Team Lead

About Us

Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services. One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.

About the Role

We are seeking a highly organized and proactive Team Leader / Assistant Manager – Operations with expertise in process automation and team management. The ideal candidate will lead operational workflows, drive automation initiatives, manage a team to ensure timely task execution, and collaborate across departments to enhance efficiency. This role is suited for professionals who can balance day-to-day operations with strategic process improvements, while ensuring compliance with internal standards.

Key Responsibilities

• Team Leadership: Manage and mentor a team of operations executives, ensuring performance targets and SLAs are met.
• Process Automation: Identify manual processes that can be automated; collaborate with tech teams to design and implement automation solutions.
• Operational Oversight: Monitor daily workflows, allocate tasks, and resolve bottlenecks to maintain seamless operations.
• Data Management: Oversee the maintenance of operational databases, reports, and documentation; ensure accuracy and timely updates.
• Cross-Functional Coordination: Work closely with sales, customer support, logistics, finance, and compliance teams to ensure smooth execution of deliverables.
• Performance Monitoring: Track KPIs, prepare performance dashboards, and present improvement plans to senior management.
• Issue Escalation: Act as the point of escalation for operational delays, errors, or client/vendor concerns.
• Compliance & SOP Adherence: Ensure all processes follow internal SOPs and regulatory guidelines (including KYC requirements, if applicable).
• Continuous Improvement: Analyze operational trends, identify improvement areas, and implement efficiency-driven solutions.

Key Skills & Competencies

• Proven experience in team handling and operations management.
• Strong understanding of automation tools and process optimization techniques.
• Excellent communication, coordination, and stakeholder management skills.
• Advanced Excel/Google Sheets skills (formulas, pivot tables, lookups, dashboards).
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Strong organizational skills with attention to detail.
• Ability to work under pressure in a fast-paced environment.
• Familiarity with KYC guidelines and operational compliance frameworks preferred.

Pre Requisites

• Minimum 6-8 years of work experience in similar roles.
• Noida / Open for Jabalpur for exceptional candidates.
• Bachelor / MBA relevant degree