{"id":2787012,"url":"https://alion.io/job/shopse-senior-manager-operations","title":"Senior Manager Operations","company":{"id":3784028,"name":"ShopSe","domain":"getshopse.com","url":"https://alion.io/company/getshopse","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Finance","role_family":"Finance","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":32000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":16},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"PCI DSS","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-07-30T05:24:23Z","employer_posted_date":"2026-07-30","last_verified_at":"2026-10-20T00:33:03Z","board_verified":true,"closed_at":null,"days_open":81,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":81},"description":"1. Merchant Onboarding & Lifecycle\nOwn the merchant onboarding system, process and KPIs - activation rate, onboarding TAT, and drop-off - across self-serve and enterprise merchants, and hold the team and partner touchpoints accountable to them.\nGovern the onboarding journey end to end (KYC/KYB, documentation, Payment aggregator/Lender coordination, go-live); drive the process redesign and automation that move these metrics.\nOwn merchant-lifecycle outcomes - activation, configurations - with clean audit trails and SLA adherence throughout.\n2. Settlements, Reconciliation & Refunds\nOwn the settlement and reconciliation system, process and KPIs - settlement accuracy and timeliness, break-resolution TAT, and zero unexplained breaks - across payment aggregators, gateways, and lending partners, holding the team accountable to them.\nEnsure reconciliation controls across PG/PA statements, lender disbursement and repayment files, and internal ledgers catch discrepancies before they surface downstream. \nOwn refund outcomes end to end - standard refunds, delinquency-induced refunds, reversals, and edge-case exceptions - measured against defined SLAs.\n3. Risk & Delinquency Operations\nOwn the operational risk and delinquency KPIs - fraud and chargeback rates, delinquency-flow resolution, and escalation TAT - and the controls that drive them.\nOversee delinquency operations in coordination with lenders -delinquency-triggered refund and adjustment flows.\nPartner with Risk, Compliance, and InfoSec to ensure operational processes meet RBI/NPCI, PCI-DSS, and DPDP expectations and stay audit-ready.\n4. Customer Care & Merchant Support\nOwn the customer care and merchant support KPIs - CSAT, SLA adherence, first-response and resolution TAT.\nBuild a support operation that scales: tiered support, self-serve enablement, and a feedback loop from support into product and process fixes.\nUse recurring issues and support metrics to prioritise automation and process changes.\n5. Partner & Stakeholder Management\nServe as the operational relationship owner for lenders/NBFCs, payment aggregators, payment gateways, and enterprise merchants.\nRun operational reviews against agreed KPIs and SLAs; drive issue resolution and continuous improvement with each partner; represent ShopSe credibly in partner and regulatory operational discussions.\nCoordinate closely with internal stakeholders - product, engineering, finance, risk, and compliance - to keep operations aligned with business goals.\n6. Regulatory Operations, Nodal & Grievance Redressal\nAct as ShopSe’ Nodal Officer and Grievance Redressal Officer, serving as the designated point of contact for customer and merchant grievances and for partner and regulatory escalations.\nOwn the grievance redressal mechanism and its KPIs - resolution within regulatory timelines and complaint MIS accuracy - with escalation to partner escalation paths where applicable.\nMaintain the grievance register and complaint MIS; ensure GRO/nodal contact details are published as required across channels.\nEnsure operational adherence to RBI's digital lending guidelines, PA/PG guidelines, and partner-mandated grievance SLAs; produce periodic grievance and resolution reporting for partners and leadership.\n7. Process, Automation & KPI Governance\nDefine the operational KPI framework - metrics, targets, dashboards, and governance cadence - so the business runs on data, not firefighting.\nIdentify operational bottlenecks and drive scalable, automated solutions that reduce manual effort, error rates, and cost-to-serve.\nPartner with product and engineering to translate operational needs into tooling, workflow automation, and internal platforms.\n8. Team Leadership\nBuild, lead, and mentor the operations team that executes onboarding, settlements/recon, support, and risk operations day to day.\nSet clear goals, SLAs, and accountability structures; manage performance against KPIs and develop team capability as the function scales.\nInstil an operational-excellence culture - documentation, RCA on failures, and continuous improvement.\nRequirements\nEssential Experience\n10 - 15 years in operations, with at least 3-4 years leading operations teams in payments (payment aggregator, gateway, or payments fintech).\n Creating an automated payments-operations system will be the key ask for this role - merchant onboarding, settlements and reconciliation through lending and payment partners, customer/merchant query resolution,and payments compliance.\nDeep, hands-on grounding in settlements and reconciliation - robust tracking and owning of KPIs, designing the controls, and holding a team accountable.\nDirect experience managing relationships with payment aggregators and payment gateways (relationships with lenders/NBFCs a plus).\nProven experience building and scaling merchant onboarding and support operations through a team.\nSolid working understanding of the risk and compliance landscape for payment aggregators - RBI PA/PG guidelines, merchant/KYB compliance, and grievance redressal norms; awareness of digital lending guidelines (LSP, DLG) is valuable.\nExperience operating within, or interfacing with, compliance and risk functions in a regulated payments environment - able to translate regulatory requirements into operational controls.\nTrack record of owning operational KPIs and driving measurable improvement through process and automation.\nComfort working with data tools and partnering with product/engineering on internal automation.\nPreferred\nPrior experience serving as a Nodal Officer or Grievance Redressal Officer in a payments or lending entity.\nGraduation from a reputed institute\nSoft Skills\nStrong stakeholder management across partners, regulators-adjacent teams, and internal leadership.\nStructured, metrics-driven, and outcome-oriented\nBuilder mindset - comfortable owning a function in a lean, scaling environment.","description_format":"text","description_chars":5883,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-17T16:06:22Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.455,"p_room":0.28,"age_days":81,"expected_fill_days":26,"reasons":["conf:1","win:tail","crowd:"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/shopse-senior-manager-operations","json_url":"https://alion.io/job/shopse-senior-manager-operations.json","meta":{"generated_at":"2026-10-20T01:27:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1717,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3784028},"rest":"https://alion.io/mcp/rest/get_company?id=3784028"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshopse-senior-manager-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshopse-senior-manager-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshopse-senior-manager-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/shopse-senior-manager-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshopse-senior-manager-operations"}]}