Roles and Responsibilities
Strategic Planning Pod Governance
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Portfolio Management:
Manage multiple operational pods (Onboarding, EMI, Support/Contact Center), ensuring each pod delivers on its specific business value and OKRs. -
Operational Strategy:
Own the "Annual Operating Plan" for the POS vertical. Drive performance optimization strategies that reduce Turnaround Time (TAT) while maintaining 100% process adherence. -
Cross-Functional Leadership:
Serve as the primary operational interface for POS Product, Sales, and Engineering, influencing the roadmap to solve systemic issues (e.g., automating EMI activation or streamlining the Contact Center dashboard).
Banking Coordination Onboarding Integrity
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Bank-Led Setup:
Coordinate directly with banking partners to execute bank-led POS merchant setups. Ensure your team s output aligns perfectly with Bank SOPs to prevent friction. -
Partner Alignment:
Own the operational communication channel with banks. Proactively manage updates on "Activated/Rejected" statuses and negotiate regarding operational bottlenecks or new banking guidelines. -
EMI Operations:
Oversee the specialized EMI enablement workflows. Ensure complex pricing configurations and lender-specific rules are applied accurately during the onboarding phase.
Operational Excellence, Audits Compliance
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Frontend Audits:
Design and enforce a rigorous audit framework across all pods. You are responsible for ensuring that every document, categorization, and configuration is checked for quality before
it reaches the banking partner or the terminal. -
Contact Center Operations:
Manage the efficiency of the POS Contact Center. Analyze call/ticket data to identify trends, reduce average handling time (AHT), and improve First Contact Resolution (FCR). -
Process Architecture:
Own the SOPs for all workflows (Onboarding Support). Proactively identify gaps in documentation and drive initiatives to standardize processes across pods.
Advanced Problem Solving Innovation
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Proactive Problem Discovery:
Move beyond reactive fixes. Proactively mine operational data to discover latent friction points in the system before they become escalations. You are expected to "find the problem" even when the dashboard looks green. -
Journey Segmentation:
Deconstruct complex operational challenges by breaking them down into specific segments of the customer journey (e.g., Lead-to-Login vs. Login-to-Transact). Isolate variables to pinpoint exactly where the drop-off or friction is occurring. -
Strategic Narrative Storytelling:
Craft and communicate compelling data-driven narratives to cross-functional partners (Product, Banking, Tech). You must be able to explain the "Why" behind the data to drive alignment and resource allocation for your solutions. -
Change Management:
Lead end-to-end change management initiatives. Whether its a new bank SOP or a new internal CRM tool, you will actively manage the "people side" of change, ensuring buy-in, training, and smooth adoption across your pods to minimize disruption.
People Leadership
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Team Development:
Lead, mentor, and groom a hierarchy of Leads and Analysts. Build a "psychologically safe" environment where errors are flagged early and treated as learning opportunities. -
Performance Management:
Set clear KPIs (TAT, Quality Scores, NPS) and conduct regular performance reviews to build a high-performing talent pipeline.
Mandatory Qualification
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Experience Education:
4-5 Years (Manager) / 6-8 Years (Senior Manager) of experience post MBA in Finance, Operations, Strategy or any related field with significant experience managing multiple workflows simultaneously. -
Fintech Domain Knowledge:
Deep understanding of the POS ecosystem, including EMI implementation, terminal logistics, and banking dependencies. -
Problem Solving:
Proven ability to break down ambiguous business problems into solvable operational pieces (e.g., using DMAIC or similar frameworks). -
Stakeholder Management:
Experience managing high-stakes relationships with external partners (Banks) and internal executives. - Experience setting up or scaling a Contact Center (Voice/Non-Voice).
- Certification in Lean Six Sigma or PMP.
- Experience with CRM tools (Freshdesk, Salesforce) and telephony systems.
