# Business Operations – General Manager – CST Travel

- Link: https://100xfounder.com/job/paytm-business-operations-general-manager-cst-travel-bbe40a/
- Published: 2026-10-20T12:32:39+05:30
- Author: 

### 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.

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.

### Candidate Qualifications & Requirements

**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.

### Why Join Us

2. Improve the average revenue per use by increasing the cross-sell opportunities

3. A solid 360 feedback from your peer teams on your support of their goals

4. Respect, that is earned, not demanded from your peers and manager