Business Operations - General Manager - CST Travel

About Us:

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy using technology.

Role Overview
We are looking for a highly accomplished, execution-focused General Manager — Travel Business Operations to lead end-to-end service operations, team performance, vendor ecosystems, and process delivery across Paytm’s Travel vertical (Flights, Bus, Hotels).

In this leadership role, you will be directly responsible for driving operational excellence, enforcing strict Service Level Agreements (SLAs), managing large-scale internal and outsourced operations teams, and optimizing cost structures across business operations. You will act as the operational anchor connecting frontline execution directly with executive leadership.

Key Responsibilities
1. Core Service Operations & SLA Governance
End-to-End Operational Execution: Direct day-to-day business operations across Travel verticals (Flights, Bus, Hotels), ensuring seamless execution, high customer satisfaction, and service continuity.
SLA & Performance Management: Set, monitor, and enforce strict operational KPIs and service delivery SLAs (TAT, FCR, Quality Scores, CSAT/NPS) across all customer touchpoints.
Cost & Budget Optimization: Evaluate operational budgets, control unit operational costs, and identify cost-efficiency initiatives to maximize operational ROI in line with the Annual Operating Plan (AOP).

2. Large Team Leadership & Capacity Planning
People Management: Lead, mentor, and build high-performing operational leaders (Managers, Team Leads, and Operations Executives), fostering a culture of accountability and continuous performance improvement.
Resource & Capacity Planning: Direct workforce planning, shift alignment, and seasonal ramping to handle volume spikes and ensure smooth operational throughput during peak travel periods.
Performance Reviews & Governance: Conduct regular operational performance reviews, establish clear individual and team deliverables, and manage performance benchmarks across all operational tiers.

3. Vendor Management & Partner Governance
Outsourced Partner Governance: Oversee third-party vendor operations, partner call centers, and BPO relationships to ensure strict alignment with Paytm’s operational guidelines and quality standards.
Vendor Contract & Billing Audits: Manage partner SLAs, audit vendor billing against delivery metrics, and drive continuous improvement programs across vendor partners.

4. Process Excellence, Escalation Management & Risk Control
Process Optimization: Audit existing operational workflows, identify operational bottlenecks, and streamline process steps to eliminate service delays and reduce manual re-work.
Customer Escalations & Crisis Management: Handle critical, high-severity operational escalations, establishing clear root cause analysis (RCA) and corrective action plans to prevent recurrence.
Risk & Quality Assurance: Establish robust maker-checker controls, quality audit frameworks, and compliance checks across all operational transactions.

Candidate Qualifications & Requirements
Education: Graduate/Post-Graduate degree in Operations Management, Business Administration (MBA preferred), or related fields.

Experience: 10–14+ years of overall experience leading large-scale Customer Operations, Service Delivery, or Business Operations within fast-paced E-commerce, BPO/KPO, or Travel sectors (Travel industry experience highly preferred).

Leadership & Team Size: Proven track record of directly and indirectly managing large, multi-tiered operations teams (100+ span of control) and vendor networks.

Operational Execution: Deep expertise in vendor management, SLA enforcement, workforce forecasting, and operational turnaround management.

Stakeholder Management: Outstanding communication and leadership skills, with demonstrated experience delivering operational reviews and strategic updates to C-suite and executive stakeholders.

Why Join Us:

2. Improve the average revenue per use by increasing the cross-sell opportunities
3. A solid 360 feedback from your peer teams on your support of their goals
4. Respect, that is earned, not demanded from your peers and manager