Assistant Vice President - Operations

JOB DESCRIPTION

Position Assistant Vice President - Operations

Grade Assistant Vice President

Location Mumbai

Reporting to Vice President - Operations

About the Company

SBI Payment Services Pvt. Ltd. is a Joint Venture between SBI & Hitachi Payment Services Pvt. Ltd. which combines the unparalleled distribution network, customer trust of SBI with cutting edge technology and services of the Hitachi Group. SBI Payments has been in acquiring business since 2010 and currently has over 37 lakh merchant payment acceptance touch points and processes transaction value of over Rs.1.5 lakh Crore per annum. The Company envisages to be the market leader in digital payments acceptance solutions to merchants in India as well as in Asia.

Qualification

Graduate / Postgraduate in any discipline. Relevant qualifications in Management, Banking, Finance, Operations or related field will be an added advantage.

Experience

The candidate should possess 10+ years of relevant experience, with significant experience in merchant acquiring / payments operations, preferably in Banking, Financial Services, Payments or FinTech.

Domain Knowledge Competencies

• Strong understanding of merchant acquiring operations and the end-to-end payments ecosystem.
• Good knowledge of RBI, Card Network and regulatory requirements, with focus on operational compliance.
• Expertise in quality management, process controls, operational risk and audit frameworks.
• Understanding of merchant onboarding, settlement, reconciliation, receivables, complaints and merchant lifecycle management.
• Strong capability in vendor management, SLA governance, MIS, analytics and process improvement.

Position Objective / Responsibilities

• Manage and provide leadership for end-to-end Merchant Operations, ensuring efficient, scalable and quality-driven service delivery.
• Drive effective merchant onboarding, lifecycle management, service operations and complaint resolution within defined SLAs.
• Monitor operational KPIs, quality standards, process controls and risk parameters, identifying gaps and driving corrective actions.
• Ensure adherence to RBI, Card Network and internal operational policies, and support timely closure of audit and compliance observations.
• Oversee settlement, reconciliation, receivables, recovery and exception management to ensure accuracy and timely resolution.
• Manage vendors and operational partners, ensuring SLA adherence, service quality, productivity and cost effectiveness.
• Drive process improvement, automation and standardization to improve operational efficiency and merchant experience.
• Partner with Sales, Risk, Compliance, Finance, Technology and Product teams for resolution of operational issues and business requirements.
• Review MIS, dashboards and operational analytics to track performance and identify improvement opportunities.
• Lead and develop the Operations team through people management, capability building and performance management.

Behavioural Competencies

• A high level of commitment and self-motivation
• Strong leadership and people management skills
• Stakeholder management and collaboration
• Strong decision-making and problem-solving ability
• Strong integrity, trustworthiness and accountability
• Results-oriented and customer-centric approach

Compensation

The compensation/ Cost to company shall be commensurate with experience and industry standard.