Head of Operations

Department:

Location:

Reports To:

Head of Operations

Key Roles and Responsibilities of the Head of Operations – PPI

1. Prepaid Product Operations

• Oversee end-to-end lifecycle of prepaid instruments (issuance, usage, expiry, recharge).
• Manage operational workflows for open-loop, semi-closed, and closed-loop instruments.
• Coordinate with product teams to implement new features (e.g., card control, dynamic CVV, tokenization).

2. Transaction Processing & Reconciliation

• Ensure seamless authorization, clearing, and settlement of prepaid transactions.
• Monitor and resolve transaction failures, chargebacks, refunds, and disputes.
• Daily reconciliation between internal ledger, banks, networks, and issuer systems.

3. Regulatory Compliance (Especially RBI, PCI-DSS, etc.)

• Ensure all operational activities are in line with regulatory guidelines.
• Monitor limits (e.g., balance limits, transaction limits per RBI norms).
• Ensure full compliance with AML/CFT, KYC, and PMLA guidelines.
• Coordinate timely regulatory filings (e.g., quarterly reports to regulators, audits).

4. KYC and Customer Onboarding Oversight

• Ensure smooth and compliant onboarding of customers with appropriate KYC tiers (min KYC vs full KYC).
• Implement and monitor automated eKYC/CKYC processes.
• Interface with customer support and risk teams for onboarding escalations or fraud cases.

5. Partner & Vendor Management

• Manage bank integrations, BIN sponsors, card issuers, and technology providers.
• Ensure vendors (e.g., KYC providers, card printers, fraud tools) meet SLAs and compliance standards.

6. Fraud and Risk Management

• Implement systems to monitor suspicious transactions or account behaviour.
• Collaborate with fraud analytics and risk teams to proactively mitigate operational risks.
• Drive investigations and response mechanisms for fraud or AML flags.

7. Customer Experience Support

• Ensure smooth customer journey from onboarding to usage and support.
• Build SOPs for transaction issues, wallet funding failures, and expired card redemptions.
• Reduce friction in the customer lifecycle through process improvements.

8. Operational Reporting & Analytics

• Define and monitor KPIs: uptime, transaction success rate, reconciliation accuracy, TAT for disputes, etc.
• Report metrics to senior leadership and regulators as required.
• Use data to drive continuous improvement and scalability.

9. Business Continuity and Scalability

• Develop disaster recovery and business continuity plans for key systems.
• Plan and implement operational scalability for growth in transaction volume or user base.
• Ensure 24x7 operations coverage if needed (especially in consumer-facing PPIs).

10. Team Leadership

• Build and manage teams in charge of operations, customer support, KYC, dispute resolution, etc.
• Drive performance management, training, and cross-team collaboration.

🔹Core Skills and Competencies

• 15+ years of total experience, with at least 8-10 in payments or fintech industry, 5+ years in a leadership or senior operational role.
• MBA or equivalent with specialization in Operations, Finance or Technology Management is highly valued.
• Deep understanding of PPI regulations and guidelines.
• Strong background in payment processing, banking systems, and fintech operations.
• Hands-on experience with APIs, backend systems, reconciliation tools.
• Leadership and stakeholder management.
• Regulatory reporting and audit handling.