Hybrid Team Lead / Asst. Manager - Merchant Ops - Central Operations at Paytm

About the Role

We are seeking a highly organized and proactive Team Leader / Assistant Manager – Operations with expertise in process automation and team management. The ideal candidate will lead operational workflows, drive automation initiatives, manage a team to ensure timely task execution, and collaborate across departments to enhance efficiency. This role is suited for professionals who can balance day-to-day operations with strategic process improvements, while ensuring compliance with internal standards.

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Key Responsibilities

●Team Leadership: Manage and mentor a team of operations executives, ensuring performance targets and SLAs are met.

●Process Automation: Identify manual processes that can be automated; collaborate with tech teams to design and implement automation solutions.

●Operational Oversight: Monitor daily workflows, allocate tasks, and resolve bottlenecks to maintain seamless operations.

●Data Management: Oversee the maintenance of operational databases, reports, and documentation; ensure accuracy and timely updates.

●Cross-Functional Coordination: Work closely with sales, customer support, logistics, finance, and compliance teams to ensure smooth execution of deliverables.

●Performance Monitoring: Track KPIs, prepare performance dashboards, and present improvement plans to senior management.

●Issue Escalation: Act as the point of escalation for operational delays, errors, or client/vendor concerns.

●Compliance & SOP Adherence: Ensure all processes follow internal SOPs and regulatory guidelines (including KYC requirements, if applicable).

●Continuous Improvement: Analyze operational trends, identify improvement areas, and implement efficiency-driven solutions.

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Key Skills & Competencies

●Proven experience in team handling and operations management.

●Strong understanding of automation tools and process optimization techniques.

●Excellent communication, coordination, and stakeholder management skills.

●Advanced Excel/Google Sheets skills (formulas, pivot tables, lookups, dashboards).

●Analytical mindset with the ability to interpret data and derive actionable insights.

●Strong organizational skills with attention to detail.

●Ability to work under pressure in a fast-paced environment.

●Familiarity with KYC guidelines and operational compliance frameworks preferred.