Manager - Business Operations Support (L2 & Cross-Functional)

About the role

We are looking for an exceptionally organised and collaborative Manager – Business Operations Support to serve as the operational backbone that connects our technology, product, finance, compliance, and business teams. This is a cross-functional role embedded across the Operations and Compliance verticals, responsible for ensuring that internal processes are efficient, well-documented, and scalable as we grow under our RBI PA and PPI licences. You will also serve as the L2 escalation point for complex operational queries that cut across functions—acting as the go-to problem-solver for issues that don't sit neatly in any one team—and will own corporate-level reporting and RBI operational reporting in coordination with the Compliance function.

What you'll do

Cross-Functional Coordination

• Act as the central coordinator across Technology, Product, Finance, Legal, Compliance, and Business teams—ensuring alignment on operational requirements for new product launches, system integrations, and regulatory changes.
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• Own the end-to-end tracking of cross-functional initiatives from requirement gathering through to go-live, flagging blockers and driving resolution.
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• Facilitate weekly and monthly cross-functional review meetings; maintain decision logs, action trackers, and RACI matrices.
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• Serve as the operational bridge between the Compliance team (CMP) and Operations team (OPS) for shared workstreams such as merchant risk reviews, audit support, and policy implementation.

L2 Escalation Management

• Own the L2 escalation desk for complex operational issues that require cross-team investigation or judgment—covering payment anomalies, merchant disputes, reconciliation exceptions, and policy edge cases.
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• Define and maintain escalation SOPs, turnaround benchmarks, and routing logic for L2 cases across all operational sub-functions.
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• Maintain a log of L2 escalations, root causes, and resolutions; use patterns to drive systemic fixes with product and tech teams.

Corporate & RBI Operational Reporting

• Own corporate-level operational reporting—compiling, quality-checking, and distributing periodic dashboards and MIS packs for senior management and the Board covering all operations sub-functions.
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• Coordinate with the Compliance and Finance teams to prepare and submit RBI-mandated operational reports on behalf of the operations function—ensuring accuracy, completeness, and on-time submission.
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• Maintain a reporting calendar covering all internal and regulatory reporting obligations; track status and flag risks to timely submission.
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• Build and maintain standardised reporting templates and data pipelines to reduce manual effort in recurring reports.

Process Design & Documentation

• Own the creation and maintenance of operational playbooks, SOPs, process maps, and policy documents across all Operations sub-functions.
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• Lead periodic process audits to identify gaps, redundancies, and automation opportunities; implement improvements in collaboration with relevant teams.
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• Manage the internal knowledge base (wiki, SOP repository) and ensure it remains current, searchable, and accessible to all operations staff.

Operational Readiness & Project Management

• Lead operational readiness assessments for new product, feature, or partner launches—identifying ops impacts, training needs, and SOP updates required before go-live.
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• Support the organisation's internal and external audit processes by preparing cross-functional operational documentation, data extracts, and evidence packs.
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• Track and report operational health metrics across functions; identify trends and surface actionable insights to senior leadership.

Vendor & Tool Management

• Manage relationships with SaaS vendors providing operational tools (helpdesk, reconciliation, workflow automation, KYC platforms)—tracking contracts, SLAs, and renewal timelines.
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• Evaluate and onboard new operational tools in collaboration with the technology team; drive adoption and change management across teams.

What we're looking for

• Bachelor's or Master's degree in Business Administration, Operations Management, or a related field.
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• 5–8 years of experience in business operations, operations management, or a chief-of-staff type role in a fintech, payments, or financial services company.
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• Demonstrated ability to manage cross-functional projects and drive outcomes without direct authority.
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• Strong process design and documentation skills; experience building SOPs and operational playbooks.
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• Experience owning corporate or regulatory reporting in a payments or financial services environment.
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• Familiarity with the fintech/payments landscape—understanding of PA/PPI business models, RBI regulations at a working level, and key operational workflows.
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• Proficiency in project management tools (Jira, Asana, Notion, or similar), collaboration platforms, and Excel/Google Sheets.
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• Exceptional written and verbal communication skills for stakeholder management at all levels.

Nice to have

• PMP, Six Sigma, or equivalent process/project management certification.
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• Prior experience in a shared-services or COO-office function in a regulated fintech or NBFC.
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• Exposure to compliance operations—understanding of audit evidence requirements, policy frameworks, and governance workflows.
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• Experience implementing workflow automation tools (e.g. Zapier, n8n, internal BPM platforms).
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• Prior experience coordinating RBI operational returns and regulatory data submissions.