Operations Excellence - General Manager

Paytm is India's leading digital payments platform, revolutionizing the way people transact and interact with financial services. We're seeking an experienced General Manager to lead our team, focusing on merchant operations and field sales excellence. About the role:We're looking for a seasoned professional to drive operational excellence in merchant onboarding, management, and support. As a General Manager - Lever, you'll oversee the entire Field Sales Executive (FSE) lifecycle, from hiring and training to performance monitoring and churn management. Your expertise in merchant operations and hands-on experience in field sales will help us deliver exceptional service to our merchants.
Key Responsibilities:
1. Merchant OperationsDevelop and implement strategies to streamline merchant onboarding, management, and support processes. 2. FSE ManagementHire, train, and manage FSEs to ensure they effectively communicate with merchants, resolve operational challenges, and drive business growth. 3. Operational ExcellenceIdentify and resolve operational challenges on the ground, collaborating with cross-functional teams to implement solutions. 4. Performance MonitoringTrack FSE performance, provide feedback, and implement initiatives to improve productivity and merchant satisfaction. 5. Field Sales ExcellenceFoster a culture of excellence among FSEs, promoting best practices and ensuring adherence to company policies and procedures. 6. Tight execution with space for creativity 7. Roadmap planning with a clear objective/goal. 8. Problem-SolvingAnalyze and resolve operational issues, collaborating with cross-functional teams to implement solutions. 9. CommunicationEnsure effective communication between teams, stakeholders, and leadership, providing regular updates and insights. Expectations/ Requirements
1. Minimum 10+ years of experience in merchant operations, field sales, or a related field, with a proven track record of driving operational excellence and team management. Must have a BackgroundForensic or operational excellence/consulting experience in a similar industry (e-commerce, fintech, or retail) is highly desirable. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work independently and lead teams. Strong business acumen and strategic thinking EducationAn MBA is preferred.
Why join usMerit-based culture that thrives on self-motivated & driven individuals who are set out to make a successful career in Indias fastest-growing Fintech Organization. Agile & democratic setup that gives space to your creativity, and offers the opportunity to work at scale, coupled with an environment that encourages diverse perspectives at all times.
Compensation:If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants- and we are committed to it. Indias largest digital lending story is brewing here. Its your opportunity to be a part of the story!