Lead - Business 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. 

About Razorpay POS

Razorpay POS, Razorpay’s comprehensive suite of point-of-sale led payment solutions, enables businesses to accept various modes of payment across all customer touchpoints. Be it across the counter, on delivery, or via kiosks and vending machines, Razorpay POS devices offer a smooth payment experience with fast processing and high transaction success rates. Merchants are also able to offerb consumers convenient payment options like EMI right on the POS device. Access to real-time transaction data and analytics via the merchant portal enables businesses to drive data-led decisions.With over 500,000+ user touchpoints across India & the UAE, Razorpay POS is at the forefront of transforming payment experiences. Formerly known as Ezetap, Razorpay POS emerged after Ezetap’s acquisition by Razorpay in August 2022. As a full-stack financial services organization founded in 2014 by Shashank Kumar and Harshil Mathur, Razorpay is dedicated to innovative payment and business banking solutions, promising a transformative journey for businesses.

Role Overview

As a Lead - Business Operations, you will drive end-to-end operational excellence in merchant onboarding, process improvements, and stakeholder collaboration. You’ll be responsible for leading initiatives, analyzing data, and ensuring streamlined workflows, all while mentoring a high-performing team.

Key Responsibilities

• Lead and optimize the merchant onboarding process across verticals to ensure SLA adherence and high NPS.

• Own operational metrics such as TAT, accuracy rate, and case resolution timelines.

• Drive process innovation through automation and tool enhancements.

• Collaborate with Sales, Product, Risk, and Compliance teams to manage exceptions and improve workflows.

• Conduct regular audits and identify areas of improvement across operations.

• Develop and maintain dashboards, process documentation, and business review reports.

• Mentor and manage a team of associates and senior associates to ensure team success and growth.

Experience and Skills Required

• 5+ years in business operations, preferably in fintech, SaaS, or financial services.

• Proven expertise in process design and operations optimization.

• Advanced skills in Excel; familiarity with automation tools and dashboards is a plus.

• Excellent written and verbal communication skills.

• Prior team management experience is a strong advantage.

Key Attributes for Success

• Process Thinking & Problem Solving

• Decision-Making & Prioritization

• Stakeholder Management

• Analytical Mindset

• Strong Accountability & Detail Orientation

• Team Mentorship & Ownership