ShopSe - Lead - Operations

Lead-Operations (FinTech Startup)

- ShopSe is a FinTech company, proudly made in India - transforming dreams and providing the means to fulfill them.

- ShopSe is solving affordability for consumers at point of purchase. Retailers across India are providing the benefit of ShopSe's Instant EMI solution with best-in-class experience to their customers. ShopSe is a digital partner for leading financial institutions (Banks, NBFCs) of India.

- ShopSe is also a partner for some of the best consumer brands wanting to provide affordable option to their customers.

- We are a fast-growing business and have been featured in "30 Startups to Watch" by inc42.

- ShopSe team is currently seeking a Lead-Operations to join its dynamic and growing team! This is a fantastic opportunity for someone looking to progress and learn from the best! ShopSe sees the future in its employees and this role will open the doors to a successful career with us!

Key Tasks & Accountabilities :

- Lead the Fintech Operations for the company

- Set up and scale operational processes, workflow management as well as customer service module

- Setting up operations strategy, policies and operating procedures

- Work with internal stakeholders- Alliances, Finance, Technology, Risk and Product teams

- Proactively work on automation and setting up the right system

- Work on continuous improvement and identification of any weak links

- Managing metrics of merchant operations (SLA of query resolution, onboarding & KYC Document verification, settlements, refunds, chargebacks, recon etc)

- Ensure all processes and services are carried out in accordance and compliance with regulatory requirements

- Manage relevant internal and external audits for Operations as per regulatory framework

- Take care of all aspects such as quality, cost and timelines

- Ensure a "Customer Centric" focus in complete operations strategy and planning

- Manage the transactional risk and fraud prevention

- Support to resolve merchant issues

- Ensure support to on-ground teams in terms of training, handling objections etc

- Improve processes to improve TAT for internal and external stakeholders

- Manage relationships/agreements with external partners/vendors including banks, lenders and payment gateways.

- Help analytics teams with setting up appropriate monitoring and data analytics for enhancing efficiency in the operations process

- Lead, motivate, and support team including setup and implementation of career development plans for all direct reports and problem resolution

Experience required :

- At least 8 years' experience in Operations, Process Excellence

- Experience in Automation and setting up system and processes from scratch

- Excellent Communication and Stakeholder management

- Highly organized with strong attention to detail

- Entrepreneurial mindset with the ability to learn quickly

- An added advantage would be if the candidate has worked with start-ups and has been part of building Operations function from scratch

- Experience with lending/fintech companies will be a huge plus

Why join ShopSe :

- Be part of team which is making a difference and creating a bigger and better market

- Be part of fastest growing industry

- High growth and rewarding career

- Competitive salary and ESOPs

- Performance based variable pay