Vice President - Operations - Banking

Merchant onboarding, merchant activation, banking operations, chargeback and disputes, settlement & reconciliations, cashback and brand subvention, risk management, operations dashboard, reports & analytics, fraud investigations, setting up processes and SOPs.

Roles & Responsibilities:

1. Merchant Onboarding

a. Merchant Activation

b. KYC documentation check for all onboarded merchants

c. Checks on the MDR/Subvention/Providers as per the Category.

d. Monitoring of the MDR/Subventions on a periodic basis and ensuring zero loss.

e. Working and sharing requirements to get the processes automated for minimal manual intervention.

2. Banking Operations

a. Coordination with banks to get the merchants onboarded on all approval based payment options within the TAT.

b. Configuring the MID/TID for all approval based payment options.

c. Periodically sharing the EMI conversion files with all the direct banks for confirmation of the EMI conversion.

d. Overall ensuring activation of all the merchants on maximum payment options.

3. Chargeback and Disputes

a. Coordinating with the bank and merchants for chargeback and dispute resolution.

b. Following up with banks / merchants for getting the chargeback/disputes resolved.

c. Updating the details of the transaction accurately in system

d. Ensure the recovery of the funds from the merchants in case there are any debits from the bank.

4. Settlement and Reconciliation

a. Processing settlement to the merchants within TAT.

b. Daily/Weekly/Monthly Reconciliation of the transactions.

c. Closure on quarterly audit of escrow account.

d. Timely processing of refunds from the merchant and closure at the bank end.

5. Cashback and Brand Subvention

a. Submitting monthly annexures to the brand and banks for subvention and additional cashbacks.

b. Following up with the brands/banks in getting the credits from the brand/bank for the cashbacks and process the same on a timely basis.

c. Providing visibility to all the stakeholders of the cashback.

Leadership Abilities :

1. Drive Operations Team Planning, Execution and Delivery

a. Plan operations team's strategy and ensure execution and delivery.

b. Meet deadlines and business requirements on time.

c. Resolve merchant/customer issues and escalations efficiently and timely.

d. Build a strong team

2. Collaborate with ShopSe Leadership Team

a. Represent the operations' team as a member of the Leadership Team.

b. Communicate plans, challenges, and updates to other functional heads.

c. Seek to understand challenges facing other teams or the company at large and provide input, advice and/or possible solutions.

d. Nurture Operations team's strong relationship/alignment with other orgs and teams

3. Characteristics of a Successful Candidate

a. Experience: Minimum 10+ years of total experience in banking/fintech/NBFC operations. With a strong track record of success in great companies: been consistently promoted up the chain of responsibility, ideally at multiple companies so they have more than one perspective on operations' leadership.

b. People Management / Coaching: recognized and helped recruit amazing people, learned how to effectively manage non-performers, views feedback as a gift, has courage, and developed their team members into successful leaders in their own right

c. Humility and Empathy: Made mistakes-even very public ones-and can speak openly and humbly about what happened and how the problem was solved

d. Excellent Stakeholder Management: Spend time working across an entire organization and build relationships to understand the ins and outs of the whole business. Must have successfully and efficiently managed multiple stakeholders internal and external.

e. Problem Solver: Must be aware of issues, problems, intricacies and complexities of banking/fintech operations and must have resolved these problems at large scale.