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 an operational leader to own the strategic execution and health of our Video KYC team. In this role, you will act as the bridge between strict regulatory compliance and an exceptional merchant onboarding experience. You will manage a portfolio of operations, overseeing the end-to-end lifecycle of Video KYC verification while driving the strategic planning, program management, and process optimization necessary to scale the team.You will lead a team of analysts, owning operational metrics (workflow, staffing, capacity), driving change management initiatives, and ensuring that our processes remain compliant with RBI MKYC guidelines without compromising on speed or customer delight.
Roles And Responsibilities
- Video KYC Operations & Regulatory Compliance
- Operational Governance: Manage the end-to-end Video KYC verification lifecycle for entities and individuals. Act as the subject matter expert (SME) on KYC/Video KYC verification, ensuring the team effectively balances regulatory rigor with customer success metrics (delight, empathy, and response time).
- MKYC Framework & Compliance: Own the operational framework for Digital KYC and V-CIP in strict accordance with the RBI Master Direction – Know Your Customer (KYC) Direction. Oversee the enrichment of review requests and ensure all verification procedures align with the latest MKYC updates (2026 guidelines) regarding customer identification and risk categorization.
- Policy Management: Stay abreast of the latest RBI, NPCI, and internal policy changes. Translate these complex regulations into actionable Standard Operating Procedures (SOPs) for the team, ensuring minimum standards based on client categorization are always met.
- Escalation Management: Act as the final point of contact for complex cases and critical escalations. De-escalate sensitive situations with merchants while maintaining a firm stance on compliance requirements.
- Strategic Planning, Problem Solving & Process Excellence
- Problem Diagnosis & Root Cause Analysis: Move beyond symptom management to structural problem solving. Lead rigorous Root Cause Analysis (RCA) on recurring verification failures, TAT breaches, or quality dips. Diagnose complex, ambiguous operational problems and implement long-term, scalable solutions.
- Operational Strategy & Health: Own the operational health of the Video KYC function. Compile and analyze daily MIS reports to track performance trends, identifying systemic issues and driving data-backed recommendations for improvement.
- Workflow Optimization: Lead the design and implementation of scalable operational processes. Utilize deep knowledge of applications and tools to automate workflows, reduce friction, and improve verification Turnaround Time (TAT).
- Change Management: Lead high-impact change management initiatives to ensure the smooth adoption of new technologies, policy updates, and process improvements across the function.
- Stakeholder Collaboration: Build and maintain strategic relationships with Business Leaders, Account Managers, and internal Product/Tech teams. Liaise proactively to gather missing requirements, review accuracy of data collected by sales, and align on business goals.
- People Management & Team Leadership
- Team Oversight: Manage a queue of analysts, overseeing day-to-day deliverables and ensuring the team meets quality and volume targets.
- Workforce Planning: Own the resource planning and prioritization process. Manage workflow distribution, staffing, shrinkage, and capacity planning to ensure the team is equipped to handle volume spikes and long-term business needs.
- Performance Management: Define and implement performance scorecards and KPIs. Monitor team performance metrics regularly and provide detailed updates to the Operations Director.
- Coaching & Development: Mentor the team on current best practices, regulatory nuances, and "soft skill" conversational aptitude. Proactively identify patterns in team performance to address skill gaps and foster a culture of continuous improvement.
Mandatory Qualification
- Experience: 5-7 years in Customer Success Operations or KYC/Compliance Operations, with at least 2+ years in a people management role.
- Domain Expertise: Deep understanding of Video KYC verification, Merchant Categorization, and the RBI Master Direction on KYC (MKYC).
- Operational Rigor: Proven experience in managing operational metrics, including Staffing, Shrinkage, Capacity Planning, and MIS reporting.
- Strategic Problem Solving: Strong analytical skills with the ability to diagnose root causes of complex operational issues. Experience with frameworks like 5-Whys, Fishbone analysis, or Six Sigma is highly desirable.
- Stakeholder Management: Excellent communication skills with the ability to manage relationships with Sales/Business teams and handle high-stakes escalations.
- Experience working in a high-growth Fintech environment.
- Familiarity with CRM tools (e.g., Freshdesk, Salesforce) and KYC verification platforms.
- Certification in Project Management (PMP) or Process Improvement.
Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.
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