Senior Manager, Business Operations

Razorpay is one of India’s leading full-stack financial technology companies, powering the way businesses move, manage, and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision — to simplify payments for Indian businesses — we’ve since grown into a fintech powerhouse driving India’s digital payment revolution.

Razorpay powers millions of businesses with a smarter, scalable stack that goes beyond transactions to help them truly build and grow.

From seamless checkouts to payroll automation, across India, Singapore, and Malaysia, we’ve been engineering a fintech ecosystem that’s redefining how money moves across Asia — and we’re just getting started.

Today, that ecosystem supports everyone from early-stage startups to some of India’s largest enterprises, enabling them to accept, process, and disburse payments at scale while expanding into new ways of managing money more efficiently.

Our scale speaks volumes: Razorpay processes $180+ billion in annualized transactions, powering leading businesses like Airbnb, Facebook, WhatsApp, Airtel, CRED, BookmyShow, Zomato, Swiggy, Lenskart, Mirae Asset Capital markets, Indian Oil, National Pension Scheme — and over 100 of India’s unicorns. With strong roots in India and growing operations in Southeast Asia, we are shaping the next chapter of financial technology across the region.

We are backed by global investors including GIC, Peak XV Partners (formerly Sequoia Capital India & SEA), Tiger Global, Ribbit Capital, Matrix Partners, MasterCard, and Salesforce Ventures, having raised over $740 million to date. Strategic acquisitions — including Ezetap (POS and offline payments), Curlec (Malaysia expansion), BillMe (digital invoicing), and POP (rewards-first UPI) — along with earlier moves in fraud prevention, payroll, and lending, have further strengthened our platform and widened our footprint across Asia.

But what truly sets Razorpay apart is our culture. At Razorpay, ownership is our oxygen — you own what you build, with no micromanagement or red tape, just the runway to make your ideas fly. Learning is a lifestyle — if you’re curious, you’ll feel at home here. People > Pedigree — we hire for attitude, hustle, and hunger more than degrees. Transparency thrives over titles — this is where interns question CXOs and CXOs say “thank you.” Guided by our values of Customer First, Autonomy & Ownership, Agility with Integrity, Transparency, Challenging the status quo and a strong belief that Razorpay grows with Razors,  you’ll be part of a 3000+ strong team building not just products, but the financial infrastructure of the future.

About the Role

We are looking for a strategic leader to govern the entire operational engine of our POS business. The ideal candidate will hold the keys to the merchant lifecycle from the moment a merchant enters the system to their daily transactions and support interactions.

You will manage a diverse portfolio of operational pods spanning Onboarding, EMI enablement, and the Contact Center (Support). Your mandate is to harmonize these distinct functions into a seamless machine. You will act as a strategic partner to Sales, Banking and Customer Success Leadership, translating complex banking requirements into scalable, error-free operational workflows. You are not just running a team; you are building the infrastructure for "Customer Delight" and "Operational Precision" at scale.

Roles and Responsibilities

Strategic Planning & Pod Governance

• Portfolio Management: Manage multiple operational pods (Onboarding, EMI, Support/Contact Center), ensuring each pod delivers on its specific business value and OKRs.
• Operational Strategy: Own the "Annual Operating Plan" for the POS vertical. Drive performance optimization strategies that reduce Turnaround Time (TAT) while maintaining 100% process adherence.
• Cross-Functional Leadership: Serve as the primary operational interface for POS Product, Sales, and Engineering, influencing the roadmap to solve systemic issues (e.g., automating EMI activation or streamlining the Contact Center dashboard).

Banking Coordination & Onboarding Integrity

• Bank-Led Setup: Coordinate directly with banking partners to execute bank-led POS merchant setups. Ensure your team’s output aligns perfectly with Bank SOPs to prevent friction.
• Partner Alignment: Own the operational communication channel with banks. Proactively manage updates on "Activated/Rejected" statuses and negotiate regarding operational bottlenecks or new banking guidelines.
• EMI Operations: Oversee the specialized EMI enablement workflows. Ensure complex pricing configurations and lender-specific rules are applied accurately during the onboarding phase.

Operational Excellence, Audits & Compliance

• Frontend Audits: Design and enforce a rigorous audit  framework across all pods. You are responsible for ensuring that every document, categorization, and configuration is checked for quality before it reaches the banking partner or the terminal.
• Contact Center Operations: Manage the efficiency of the POS Contact Center. Analyze call/ticket data to identify trends, reduce average handling time (AHT), and improve First Contact Resolution (FCR).
• Process Architecture: Own the SOPs for all workflows (Onboarding & Support). Proactively identify gaps in documentation and drive initiatives to standardize processes across pods.

Advanced Problem Solving & Innovation

• Proactive Problem Discovery: Move beyond reactive fixes. Proactively mine operational data to discover latent friction points in the system before they become escalations. You are expected to "find the problem" even when the dashboard looks green.
• Journey Segmentation: Deconstruct complex operational challenges by breaking them down into specific segments of the customer journey (e.g., Lead-to-Login vs. Login-to-Transact). Isolate variables to pinpoint exactly where the drop-off or friction is occurring.
• Strategic Narrative & Storytelling: Craft and communicate compelling data-driven narratives to cross-functional partners (Product, Banking, Tech). You must be able to explain the "Why" behind the data to drive alignment and resource allocation for your solutions.
• Change Management: Lead end-to-end change management initiatives. Whether it's a new bank SOP or a new internal CRM tool, you will actively manage the "people side" of change, ensuring buy-in, training, and smooth adoption across your pods to minimize disruption.

People Leadership

• Team Development: Lead, mentor, and groom a hierarchy of Leads and Analysts. Build a "psychologically safe" environment where errors are flagged early and treated as learning opportunities.
• Performance Management: Set clear KPIs (TAT, Quality Scores, NPS) and conduct regular performance reviews to build a high-performing talent pipeline.

Mandatory Qualification

• Experience & Education: 4–5 Years (Manager) / 6–8 Years (Senior Manager) of experience post MBA in Finance, Operations, Strategy or any related field with significant experience managing multiple workflows simultaneously.
• Fintech Domain Knowledge: Deep understanding of the POS ecosystem, including EMI implementation, terminal logistics, and banking dependencies.
• Problem Solving: Proven ability to break down ambiguous business problems into solvable operational pieces (e.g., using DMAIC or similar frameworks).
• Stakeholder Management: Experience managing high-stakes relationships with external partners (Banks) and internal executives.
• Experience setting up or scaling a Contact Center (Voice/Non-Voice).
• Certification in Lean Six Sigma or PMP.
• Experience with CRM tools (Freshdesk, Salesforce) and telephony systems.