Business Operations - General Manager - CST Travel

Noida, Uttar Pradesh · Gurugram, Haryana · 10-14 years experience · Onsite · Posted Oct 20, 2026

At a glance

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.

Paytm is seeking a highly accomplished, execution-focused General Manager for Travel Business Operations to lead end-to-end service operations, team performance, vendor ecosystems, and process delivery across its Travel vertical.
The role involves driving operational excellence, enforcing strict Service Level Agreements, managing large-scale internal and outsourced operations teams, and optimizing cost structures.

Direct day-to-day business operations across Travel verticals (Flights, Bus, Hotels), ensuring seamless execution, high customer satisfaction, and service continuity.
Set, monitor, and enforce strict operational KPIs and service delivery SLAs across all customer touchpoints.
Evaluate operational budgets, control unit operational costs, and identify cost-efficiency initiatives to maximize operational ROI.
Lead, mentor, and build high-performing operational leaders, fostering a culture of accountability and continuous performance improvement.
Direct workforce planning, shift alignment, and seasonal ramping to handle volume spikes and ensure smooth operational throughput during peak travel periods.
Oversee third-party vendor operations, partner call centers, and BPO relationships to ensure strict alignment with operational guidelines and quality standards.
Manage partner SLAs, audit vendor billing against delivery metrics, and drive continuous improvement programs across vendor partners.
Audit existing operational workflows, identify operational bottlenecks, and streamline process steps to eliminate service delays and reduce manual re-work.
Handle critical, high-severity operational escalations, establishing clear root cause analysis and corrective action plans to prevent recurrence.
Establish robust maker-checker controls, quality audit frameworks, and compliance checks across all operational transactions.

Graduate/Post-Graduate degree in Operations Management, Business Administration, or related fields.
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.
Proven track record of directly and indirectly managing large, multi-tiered operations teams and vendor networks.
Deep expertise in vendor management, SLA enforcement, workforce forecasting, and operational turnaround management.
Outstanding communication and leadership skills, with demonstrated experience delivering operational reviews and strategic updates to C-suite and executive stakeholders.