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Paytm, India's leading mobile payments and financial services company, is seeking a General Manager for Business Operations to lead end-to-end service operations across its Travel vertical (Flights, Bus, Hotels). This is a high-impact leadership role reporting to executive leadership, responsible for driving operational excellence, enforcing strict SLAs, managing large-scale internal and outsourced operations teams, and optimizing cost structures.
Key Responsibilities:
Core Service Operations & SLA Governance: Direct day-to-day business operations across all Travel verticals, ensuring seamless execution, high customer satisfaction, and service continuity. Set, monitor, and enforce strict operational KPIs and service delivery SLAs (TAT, FCR, Quality Scores, CSAT/NPS) across all customer touchpoints. Evaluate operational budgets, control unit operational costs, and identify cost-efficiency initiatives to maximize operational ROI in line with the Annual Operating Plan.
Large Team Leadership & Capacity Planning: Lead, mentor, and build high-performing operational leaders (Managers, Team Leads, Operations Executives), fostering accountability and continuous improvement. Direct workforce planning, shift alignment, and seasonal ramping to handle volume spikes during peak travel periods. Conduct regular performance reviews, establish clear deliverables, and manage performance benchmarks across all operational tiers.
Vendor Management & Partner Governance: Oversee third-party vendor operations, partner call centers, and BPO relationships to ensure alignment with Paytm's operational guidelines and quality standards. Manage partner SLAs, audit vendor billing against delivery metrics, and drive continuous improvement programs.
Process Excellence & Risk Control: Audit existing operational workflows, identify bottlenecks, and streamline processes to eliminate delays and reduce manual rework. Handle critical operational escalations, establish root cause analysis and corrective action plans. Establish robust maker-checker controls, quality audit frameworks, and compliance checks across all operational transactions.
Requirements:
- Graduate or Post-Graduate degree in Operations Management, Business Administration (MBA preferred), or related fields
- 10–14+ years of overall experience leading large-scale Customer Operations, Service Delivery, or Business Operations in fast-paced E-commerce, BPO/KPO, or Travel sectors (Travel industry experience highly preferred)
- Proven track record of directly and indirectly managing large, multi-tiered operations teams (100+ span of control) and vendor networks
- Deep expertise in vendor management, SLA enforcement, workforce forecasting, and operational turnaround management
- Outstanding communication and leadership skills with demonstrated experience delivering operational reviews and strategic updates to C-suite and executive stakeholders
