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The Role
Lead end-to-end Brand EMI operations to ensure SLA adherence, timely offer launches, and zero-defect execution. Manage analysts, develop SOPs and governance, drive automation and continuous improvement, build dashboards, and coordinate with Business, Product, Tech, and Operations teams to scale processes and reduce manual effort.
Summary Generated by Built In
Role Overview
We are looking for a Brand EMI Operations Excellence Lead to drive operational efficiency, process standardization, automation, and governance across Brand EMI operations. The role will ensure timely offer launches, high execution accuracy, and scalable processes while partnering closely with Business, Product, Tech, and Operations teams.
Key Responsibilities
Operations & Team Management
Own end-to-end Brand EMI BAU operations and ensure adherence to SLAs and process controls.
Lead and manage a team of analysts/associates, driving performance through defined KRAs and KPIs.
Develop SOPs, governance frameworks, and process controls to improve efficiency and scalability.
Identify process gaps and drive continuous improvement initiatives.
Stakeholder Management
Collaborate with Business, Brand, Product, Tech, and Operations teams to ensure seamless offer execution.
Manage timelines, dependencies, and escalations to ensure timely go-live of offers.
Automation & Process Excellence
Lead automation initiatives across offer creation, validation, and deployment workflows.
Partner with Product and Tech teams to build tools, dashboards, and automated solutions that reduce manual effort.
Quality & Governance
Establish quality control frameworks, audit mechanisms, and validation checks.
Ensure zero-defect execution and compliance with internal and partner guidelines.
Performance & Reporting
Track key metrics including offer go-live TAT, QC error rates, automation coverage, and process efficiency.
Build dashboards and provide actionable insights to drive operational improvements.
Requirements
10+ years of experience in Operations, Process Excellence, or Program Management.
Experience in Fintech, Payments, Lending, or EMI businesses.
Strong analytical, stakeholder management, and team leadership skills.
Exposure to automation and process improvement initiatives; knowledge of Excel, SQL, or Python is preferred.
Skills Required
- 10+ years of experience in Operations, Process Excellence, or Program Management.
- Experience in Fintech, Payments, Lending, or EMI businesses.
- Strong analytical, stakeholder management, and team leadership skills.
- Exposure to automation and process improvement initiatives; knowledge of Excel, SQL, or Python.
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The Company
What We Do
Paytm Payments Services Limited (PPSL) is a wholly owned subsidiary of One97 Communications. It is a technology company that provides digital payment solutions, including payment gateways, and financial tools for businesses in India. Its mission is to drive financial inclusion by empowering online brands, startups, and small merchants to accept digital payments and manage their business operations efficiently through robust, secure, and reliable technology.
