Operations Excellence (strategy & Transformation) - General Manager Job in Paytm

Position: General Manager Operations Excellence (Strategy & Transformation)

Location: Noida, Uttar Pradesh

Department: Merchant Operations

Employment Type: Full-time

About Paytm

Paytm is India s leading mobile payments and financial services distribution company. As the pioneer of mobile QR payments, we build innovative technologies that empower millions of small businesses with seamless payment and commerce solutions. Our mission is to bring half a billion Indians into the mainstream economy through the power of technology.

About the Role

We are seeking a dynamic and experienced leader to spearhead operational excellence initiatives across our merchant ecosystem. As General Manager Operations Excellence, you will own the end-to-end strategy and execution of merchant onboarding, engagement, and support. You will also lead the lifecycle management of our Field Sales Executives (FSEs), ensuring performance, productivity, and retention are optimized.

This is a high-impact role that requires a strategic thinker with a hands-on approach and a deep understanding of field operations.

Key Responsibilities

Merchant Lifecycle Management

• Develop and execute scalable processes to onboard, support, and retain merchants across regions.

FSE Strategy & Execution

• Lead the hiring, training, and performance management of Field Sales Executives. Drive initiatives that improve field productivity, reduce attrition, and enhance merchant experience.

Operational Excellence & Process Innovation

• Identify bottlenecks in field operations and implement practical solutions by collaborating with cross-functional teams (product, tech, legal, and more).

Performance Analytics

• Build systems to track KPIs for FSEs and merchant operations. Leverage data to generate insights, implement feedback loops, and continuously improve team performance.

Field Sales Leadership

• Foster a culture of accountability and operational discipline. Share and implement field best practices across teams and regions.

Strategic Roadmapping

• Drive planning and execution aligned with company goals. Own outcomes with a strong focus on business impact.

Communication & Reporting

• Maintain clear, structured communication with internal stakeholders and leadership. Deliver regular updates, reports, and recommendations.

What We re Looking For

Experience:

• 10+ years of experience in merchant operations, field sales, business operations, or consulting
• Proven track record of leading and scaling field operations in high-growth environments (fintech, e-commerce, or retail preferred)

Skills & Attributes:

• Strong operational and analytical skills
• Excellent leadership, communication, and stakeholder management
• Strategic thinker with an execution-first mindset
• Ability to navigate ambiguity and work independently
• High bias for action and results

Educational Background:

• MBA or equivalent postgraduate degree preferred

Why Join Us

• Work in a merit-driven, fast-paced fintech environment with a wide canvas for growth and innovation
• Be a part of a mission-driven company that is transforming digital commerce at scale
• Collaborate with top talent across domains in an agile, flat, and inclusive organizational culture
• Opportunity to drive large-scale impact across 500M+ users and 21M+ merchants