Operations Manager

Job Description: Technical Program Manager

About CARD91

Join one of LinkedIn's Top Startups of 2025 — CARD91 and help redefine the future of payment infrastructure.

We're building cutting-edge solutions that empower banks, NBFCs, and regulated entities to deliver seamless, secure financial experiences. At CARD91, innovation, collaboration, and impact drive everything we do — every role here shapes the next wave of fintech.

We pride ourselves on supporting diverse, payment-instrument-agnostic use cases, fulfilling our vision of seamless and efficient issuance. Our cutting-edge suite includes an issuer processor (switch), a card management system, a configurable program manager layer, and various ancillary products, all designed to streamline the issuance process. These tools empower leading banks and fintechs with simplified, scalable, secure, and rapid card issuance and processing capabilities.

CARD91 collaborates closely with major card networks like RuPay, Visa, and Mastercard, and is NPCI's preferred partner. This ensures our products effectively address payment challenges in India and are as well-suited for global expansion.

Backed by $14 million in pre-Series A funding from top-tier investors including Infinity Ventures, Point72 Ventures, Sabre Partners, EMVC, Commerce Ventures, and notable angel investors, CARD91 is headquartered in Bengaluru with offices in Mumbai, Delhi, and Chennai.

Founded in early 2020 by Ajay Pandey and Vineet Saxena, our team brings extensive experience in payments, lending, sales, and product scaling. We comprise technopreneurs and seasoned bankers, offering diverse expertise and thought leadership.

Operations Manager – Job Description

Job Summary

The Operations Manager is responsible for overseeing day-to-day business operations, ensuring operational efficiency, service quality, SLA adherence, and process compliance. The role involves managing teams, driving process improvements, coordinating with cross-functional stakeholders, monitoring operational performance, resolving escalations, and implementing scalable processes to support business growth.

Key Responsibilities

Operations Management

• Own and manage end-to-end daily operations, ensuring smooth, efficient, and timely execution of business processes.
• Establish, implement, and monitor operational processes, controls, SLAs, and performance standards.
• Ensure operational activities are completed accurately and within defined timelines.
• Identify bottlenecks, process gaps, and operational risks, and drive timely corrective actions.
• Ensure operational continuity during business-critical incidents and high-volume periods.

Team Management & Leadership

• Lead, manage, and develop operations teams to achieve business and operational objectives.
• Plan and allocate workloads and resources based on business priorities, volumes, and operational requirements.
• Define team KRAs, KPIs, and performance metrics aligned with business goals.
• Monitor productivity, quality, SLA adherence, and individual and team performance.
• Conduct regular performance reviews, provide coaching and feedback, and identify training and development needs.
• Foster a culture of accountability, ownership, collaboration, and continuous improvement.

Process Improvement & Automation

• Identify opportunities to improve operational efficiency, reduce manual effort, minimise errors, and enhance customer experience.
• Design and implement SOPs, workflows, controls, and scalable operating processes.
• Drive process automation initiatives in collaboration with Product and Technology teams.
• Evaluate existing processes and implement scalable solutions to support business growth.
• Measure and track the impact of process improvements through defined operational KPIs.

Stakeholder & Cross-Functional Management

• Act as a key point of contact between Operations and internal and external stakeholders.
• Collaborate closely with Product, Technology, Finance, Risk, Compliance, Sales, and Customer Support teams to ensure seamless execution.
• Manage relationships with external partners, vendors, service providers, and other business stakeholders.
• Communicate operational performance, key risks, issues, and improvement initiatives to senior management.
• Drive cross-functional alignment to ensure timely execution of business priorities.

Incident & Escalation Management

• Own critical operational incidents and business escalations from identification through resolution.
• Lead issue analysis and conduct Root Cause Analysis (RCA) to identify underlying causes.
• Coordinate with relevant stakeholders to implement corrective and preventive actions.
• Identify recurring issues and drive sustainable solutions to prevent recurrence.
• Maintain appropriate incident documentation, escalation mechanisms, and resolution tracking.

Performance Management & MIS

• Define, track, and continuously improve operational KPIs, SLAs, productivity, quality, turnaround time, and error rates.
• Prepare and present operational dashboards, MIS, and management reports for senior leadership.
• Analyse operational data and trends to identify risks, inefficiencies, and improvement opportunities.
• Provide regular performance insights and recommendations to support business decision-making.
• Use data-driven analysis to drive operational and strategic decisions.

Risk, Compliance & Controls

• Ensure operational activities comply with internal policies, regulatory requirements, and applicable industry standards.
• Establish and monitor appropriate operational controls to minimise financial, operational, and process-related risks.
• Identify control gaps and implement preventive and corrective measures.
• Support internal and external audits by maintaining accurate documentation, records, and supporting evidence.
• Ensure effective governance, monitoring, and escalation mechanisms are in place.

Business Continuity & Operational Risk

• Identify potential operational risks and develop appropriate mitigation strategies.
• Support business continuity, contingency, and disaster recovery planning for critical operations.
• Ensure critical processes have appropriate backup, escalation, and recovery mechanisms.
• Monitor operational dependencies and proactively address potential business-impacting risks.
• Ensure teams are prepared to respond effectively to business disruptions and high-impact operational events.

Required Skills

• Operations Management ( 5+ years of experience)
• Excellent communication(Verbal and written)
• Team Leadership & People Management
• Process Improvement & Optimization
• SLA & KPI Management
• Stakeholder & Cross-Functional Management
• Incident & Escalation Management
• Root Cause Analysis
• Operational Risk & Controls
• Data Analysis & MIS
• Process Automation
• Vendor & Partner Management
• Business Continuity & Risk Management
• Strategic & Analytical Thinking
• Cross-Functional Collaboration