Key Roles and Responsibilities of the Head of Operations - PPI.

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 payment instruments.

- Coordinate with product teams to implement new features of PPI products.

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.

Business & GMV Management:

- Drive operational excellence to support growth in GMV across wallet issuance, load, and usage.

- Monitor daily and monthly GMV trends, identify operational bottlenecks, and implement corrective measures.

- Collaborate with product, business, and partnerships teams to ensure seamless customer journeys that directly contribute to higher GMV.

- Ensure cost efficiency and optimized operations to balance GMV growth with profitability.

- 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/vKYC processes.

- Interface with customer support and risk teams for onboarding escalations or fraud cases.

- Fraud and Risk Management. Implement systems to monitor suspicious transactions or account behavior.

- Collaborate with fraud analytics and risk teams to proactively mitigate operational risks.

- Drive investigations and response mechanisms for fraud or AML flags.

- 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.

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.

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).

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.

- Leadership and stakeholder management.

- Regulatory reporting and audit handling.