Associate Director, CS Ops

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 building AI-native agentic payments, to AI-assisted fraud detection and real-time risk intelligence to automated reconciliation, smart payouts, and predictive financial insights, we are embedding intelligence across our stack to make money movement faster, safer, and more efficient. In close collaboration with ecosystem partners - including banks, networks, regulators - we are pioneering industry-first solutions that are shaping the next era of fintech

Across India, Singapore and Malaysia, our products span everything from seamless checkouts to payroll automation - powering a fintech ecosystem that’s redefining how money moves across Asia.

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 seeking an experienced and agile Associate Director to lead our Banking Operations vertical. In this critical leadership role, you will hold the umbrella responsibility for high-impact operational pods: Revenue Management, Banking Ops Support (Freshdesk), Terminal Procurement, Quality Control, and Banking Programs Onboarding .

You will not just manage operations; you will manage the strategy that connects our internal processes with our banking partners. You will lead a layer of Senior Managers, guiding them to drive operational excellence, scalability, and compliance. This role demands a leader who can diagnose complex data stories, mentor high-performing managers, and pivot with high agility to meet the evolving demands of the fintech landscape.

Key Responsibilities

Strategic Leadership & Vertical Ownership

Vertical Strategy: Set the strategic vision for the entire Banking Operations vertical, ensuring alignment between Revenue Management, Onboarding, Terminal Procurement, Support, and Quality Control.

Scalability & Innovation: Drive business unit-wide initiatives to automate manual processes, drive incremental improvement in quality, reduce turnaround times, and enhance the merchant experience across the lifecycle.

Cross-Functional Command: Head cross-functional initiatives with Product, Engineering, and Banking Alliances to ensure our operational infrastructure supports long-term business growth.

Advanced Problem Solving & Operational Agility

Diagnostic Leadership: Move beyond theoretical frameworks to practically diagnose operational bottlenecks. You must be able to look at a complex dataset, understand the "numbers story," and immediately identify the root cause.

Intervention & Contingency: Design and deploy rapid operational interventions to fix broken workflows. Develop robust contingency plans to manage crises without disrupting business continuity.

Data-Driven Decision Making: Use deep operational insights to predict risks and guide your Senior Managers in making decision-making regarding bank/merchant experience, pricing, and cost optimization.

Leadership & Manager Development (People Management)

Manager of Managers: Lead, mentor, and develop a high-performing team of Senior Managers. Your focus is on developing their leadership capabilities, enabling them to run their independent pods effectively.

Organizational Design: Make strategic headcount decisions, manage rosters, and define the structure of the vertical to ensure optimal resource allocation.

Culture of Performance: Foster a culture of psychological safety and high performance. Own the scorecard metrics for the vertical and drive accountability for SLAs and KPIs across all pods.

Workflow Architecture & Process Optimization

End-to-End Streamlining: Analyze the interplay between different pods (e.g., how Onboarding delays affect Revenue Management). Streamline handoffs and dependencies to create a seamless operational flow.

System & Compliance Excellence: Oversee the integrity of our CRM systems and Compliance frameworks. Ensure that all banking due diligence (KYC, AML, RBI guidelines) is ingrained in the workflow of every pod.

Quality & Risk Governance: Set the strategic direction for the Quality Control framework, ensuring systemic risks are identified and mitigated before they impact our banking relationships.

Strategic Stakeholder & Bank Relationship Management

Executive Representation: Serve as the primary point of escalation for high-stakes banking disputes and strategic negotiations. Represent the vertical in executive-level reporting and business reviews.

Bank Alignment: Own the high-level communication strategy with banking partners, ensuring our operational realities align with their compliance requirements and SLAs.

What We’re Looking For

Experience: 10-12 years of experience in Operations, with at least 5–7 years in a leadership role within Fintech, Banking, or high-volume transaction environments.

Managerial Depth: Proven experience as a "Manager of Managers." You have a track record of grooming mid-level managers into senior leaders.

Operational Agility: You thrive in ambiguity. You have the ability to pivot strategies quickly based on new regulations or business shifts without losing operational momentum.

Analytical Intuition: You don't just report numbers; you understand the story they tell. You can look at a dashboard and instinctively know where the process is breaking.

Domain Expertise: Deep understanding of the payments ecosystem, including KYC, Onboarding, Terminal Management, and Banking Compliance.

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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