Vice President - Operations

JOB DESCRIPTION

Position - Vice President - Operations

Grade - Vice President

Location - Mumbai

Reporting to Chief Operating Officer (COO)

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

Postgraduate / Graduate with relevant professional experience in Payments, Banking, Financial Services or Operations.

Experience

The candidate should possess 15+ years of relevant experience, with significant leadership experience in merchant acquiring / payments operations, preferably in a large-scale banking, payments or fintech environment.

Domain Knowledge Competencies

• Strong understanding of merchant acquiring operations and the end-to-end payments ecosystem, including merchant onboarding and lifecycle management.
• Deep understanding of RBI, Card Network and other regulatory requirements, with strong focus on operational compliance and governance.
• Expertise in quality management, operational risk, audit, process controls and service delivery frameworks.
• Strong understanding of merchant receivables, settlement, reconciliation, recovery and exception management.
• Strong expertise in vendor/partner management, SLA governance, cost optimization, MIS and data-driven operational performance management.

Position Objective / Responsibilities

• Provide strategic and overall leadership for end-to-end Merchant Operations, ensuring scalable, efficient and cost-effective service delivery.
• Own and govern the merchant operations lifecycle, including onboarding, KYC/documentation, activation, post-sign-up management and operational support, in line with defined SLAs and quality standards.
• Establish and monitor operational governance, quality standards, KPIs and process controls, ensuring continuous improvement and effective risk management.
• Ensure adherence to RBI regulations, Card Network guidelines, internal policies and applicable compliance requirements, including timely closure of audit and control observations.
• Oversee merchant receivables, settlement, reconciliation, recovery, complaints and exception management to ensure accuracy, timeliness and service quality.
• Lead vendor and partner governance, ensuring SLA adherence, operational efficiency, service quality and cost effectiveness.
• Drive process improvement, automation and digitization initiatives to enhance productivity, scalability and customer/merchant experience.
• Work closely with Sales, Risk, Compliance, Finance, Technology, Product and other stakeholders to resolve operational issues and support business growth.
• Review operational performance through MIS, dashboards and analytics, identifying opportunities for productivity enhancement, cost optimization and service improvement.
• Lead and develop the Operations team through effective people management, capability building, succession planning and performance management.
• Provide strategic inputs to senior management on operational performance, scalability, risks, service delivery and business requirements.

Behavioural Competencies

• A high level of commitment and self-motivation
• Strong leadership and people management skills
• Stakeholder and relationship management
• Ability to review, monitor and manage multiple compliance activities within defined timelines
• Strong decision-making and problem-solving ability
• Strong integrity, trustworthiness and accountability
• Ability to work independently with strong ownership mindset

Compensation

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