Business Operations - General Manager - CST Travel
Paytm · Posted Oct 20
Mobile payments, digital wallets, banking solutions, and financial services
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About the role
Paytm is India's leading mobile payments and financial services distribution company, building technology that helps small businesses with payments and commerce. The role sits within Paytm's Travel vertical, covering Flights, Bus and Hotels, and acts as the operational anchor connecting frontline execution with executive leadership. The General Manager will lead end-to-end service operations, SLA and KPI governance, large internal and outsourced teams, vendor/BPO partnerships, and process and risk control across the travel business.
What you will do
- 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).
- 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.
- 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.
- 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.
Skills used in this role
What the employer is looking for
- 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Paytm
Paytm is India's leading financial services company offering full-stack payment solutions, digital wallets, QR codes, and financial services to consumers and merchants. The platform provides comprehensive digital inclusion via UPI payments, banking services distribution, merchant devices, and lending solutions. Operating under its parent firm One97 Communications, Paytm has scaled its operations into a robust profitability-driven ecosystem.
- Industry
- FinTech
- Company size
- 10001+ employees
- Founded
- 2010
- Location
- Noida, Uttar Pradesh, India
- Funding stage
- Public Company
Funding
Public Company · $4.91B raised
- 2023-08-28Late Stage$246.34M
- 2020-11-20Angel$1.26M
- 2019-12-06Series H$673M
- 2018-08-27Series G$300M
Leadership
Founder & Chief Executive Officer
Chief Technology Officer
Recent coverage
A2Z TaxCorp
Paytm subsidiary's GST demand cut to ₹704 crore from ₹5,712 crore; no financial impact2026-10-15
The Economic Times
Paytm shares get new Buy rating after Nomura initiates coverage2026-10-15
Free Press Journal
Paytm's First Games GST Demand Slashed 88% To ₹703 Crore From ₹5,712 Crore2026-10-14