Business Operations Manager

What will you own?

Skills & Qualifications Required

• 3–6 years experience in operations, CX, process management, or program
  

• Strong understanding of financial products, KYC, compliance, and workflows
• Experience managing high-volume ops, internal tools, or CRM systems
• Excellent analytical skills & comfort with dashboards, reports, and SOPs
• Strong communication, cross-functional alignment, and stakeholder
  

• Bias for structured thinking, root-cause analysis, and cleaner processes
• Excellent stakeholder relationship management (across internal teams &
  

• Passion for building SMEs & Bharat (Tier 2/3 India)
• Must be a total Team Player. Non-negotiable.
  

Roles & Responsibilities

Credit Card Product, Including

• Card Operations (End-to-End)
• Own the issuance pipeline — FD creation, card linking, activation flows
• Ensure 100% accuracy in onboarding, KYC, and verification processes
• Manage card dispatch, delivery, and troubleshooting flows
• Coordinate day-to-day with issuing bank / card partners
• Process Design & Automation
• Build clean SOPs for onboarding, repayment, refunds, disputes, and
  

• Identify operational failures & create systems to eliminate them
• Work with product/engineering to automate internal tools and dashboards
• Reduce manual intervention and improve turnaround time
• Risk & Repayment Operations
• Monitor early repayment behaviour
• Drive repayment reminders, nudges, and delinquency follow-ups
• Coordinate with credit/risk teams to detect anomalies early
• Build playbooks for failed payments, overdue accounts, and chargebacks
• Customer Experience & Escalation Handling
• Own CX issue resolution for cards-related problems
• Reduce escalations through proactive communication & system fixes
• Train internal teams and BPO partners on process flows
• Maintain strong SLAs for card support & merchant issues
• Cross-Functional Collaboration
• Work hand-in-hand with Product, Credit, Tech, Finance, Legal & Growth
• Track daily metrics with Data and PM teams
• Be the operational voice in cards-related strategic discussions