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.