Director - Banking Operations

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India. 

The Role

As an Associate Director / Director you will play a key role in managing the team for onboarding and service management for merchants referred by our partner banks for our online & omni-channel payment services. This includes onboarding checks, pricing/revenue assurance, terminal lifecycle management, issue resolution, process documentation & automation, and partner bank management. 

You are expected to manage and document all the required processes & ensure adherence to the same. You are also expected to work with your key stakeholders to drive new initiatives supporting their revenue targets, create process efficiencies, explore new solutions, and enforce quality standards & compliance adherence.

Roles and Responsibilities

• Administer a large team across onboarding, terminal management and service operations.
• Work closely with bank / gateway partners to implement compliance and quality requirements.
• Take on new/additional processes for back-end operations involving interaction with bank partners.
• Manage transitions and drive process governance improvement.
• Responsible for digitization automation, process documentation and deployment of robotics solutions.
• Manage stakeholders across multiple locations, both internal and external.
• Responsible for vendor management and P&L of all the managed businesses.
• Own & execute end to end cost queries internally, cross-functionally & with our banking partners.
• Cost validation and real-time loss alerts management for detecting and minimizing losses.
• Understand and work towards teams/organizations objectives.
• Manage the performance and growth of team members and guide them towards optimal performance.

Mandatory Qualifications

• 15+ years of experience in operations management roles in Payments/Banking/Financial Services of which a minimum of 7 years should have been spent managing people.
• Exposure to bank / network / gateways will be an added advantage.
• Experience in the Payments business is mandatory.
• Strong verbal and written communication skills, good executive presence.
• Process orientation, quality focused mindset.
• Obsession with customer happiness.
• Comfort with using technology tools, including Google docs/sheets, ticketing systems, etc.
• Comfort with analysing & presenting insights based on data.
• Self-motivated and result oriented.
• Collaborative mindset, ability to energize the team and work with cross functional peers.
• Ability to manage internal and external stakeholders effectively.

Location: Bangalore