Operations Support - Remediation and Feedback

About the role

You will serve as the primary operations point of contact for customer remediation initiatives, owning the end-to-end resolution of issues that impact the customer experience. You will partner deeply with Product, Operations, Risk, and Compliance to design and execute remediation plans that restore trust and ensure regulatory alignment. You will analyze Enterprise feedback, distill insights, and translate them into actionable recommendations that drive measurable improvements. You will create and capture evidence of remediation, confirming that actions are completed accurately and on schedule. You will hold issue owners accountable to clear deadlines, ensuring deliverables are met without compromise to quality or compliance. You will facilitate triage sessions to prioritize work, manage competing priorities, and coordinate executive sign-off when necessary. You will manage the end-to-end Operations Feedback process, tracking enhancements from intake through implementation. You will synthesize complex information into clear, concise communication for both internal stakeholders and external audiences. You will continuously refine processes, applying a strong continuous improvement mindset to solve problems and innovate within operational workflows.

Key facts

What you'll do

• Act as the primary operations point of contact for issue remediations, driving resolution from initial intake to final closure.
• Partner with Compliance, Engineering, Risk, Operations, and other stakeholders to build detailed remediation plans that define scope, impact, and communication strategy.
• Track and document issue remediation progress, maintaining clear records that demonstrate completion and resolving blockers efficiently.
• Hold issue owners accountable to deadlines and deliverables, ensuring timely execution and alignment with regulatory or internal standards.
• Coordinate executive sign-off and capture remediation evidence, providing auditable documentation that supports issue closure.
• Manage the Operations Feedback process, triaging incoming feedback, conducting research, and tracking enhancement requests from identification to action.
• Analyze operational feedback to identify systemic improvement opportunities, proposing solutions that reduce repeat issues and strengthen controls.
• Collaborate cross-functionally to assess upstream and downstream impacts, ensuring remediation plans account for dependencies and broader risks.
• Communicate updates and decisions clearly, using strong analytical and written skills to synthesize complex information for diverse stakeholders.
• Maintain a high level of ownership and customer-centricity, focusing on delivering business-impacting outcomes that improve trust and satisfaction.
• Navigate ambiguity with comfort and adaptability, balancing multiple simultaneous remediation and improvement efforts in a fast-paced setting.
• Apply critical thinking and attention to detail to evaluate evidence, validate completion, and ensure that solutions are robust and sustainable.

Requirements

• Bring 10+ years of operations or risk management experience, with a strong background in consumer banking or fintech environments.
• Demonstrate experience analyzing operational feedback and identifying opportunities for systemic improvement at scale.
• Show history of managing structured intake processes, backlogs, or idea pipelines with discipline and clear prioritization.
• Hold a Bachelor's degree or equivalent practical experience that demonstrates equivalent knowledge and capability.
• Exhibit holistic thinking, with the ability to understand upstream and downstream impacts and to collaborate effectively across functions.
• Embody a strong ownership and customer-centered mindset, consistently focusing on delivering high-quality outcomes that have business impact.
• Apply attention to detail, critical thinking skills, and the ability to work independently while also functioning effectively within a team.
• Comfortably operate in ambiguity, adapting to shifting priorities and directions while supporting multiple remediation and improvement streams.
• Use strong analytical and written communication skills to translate complex data and processes into clear, actionable narratives.
• Maintain a continuous improvement mindset, using problem-solving skills and innovation to refine workflows and resolve root causes.

Practical notes

• Hybrid work model with presence in the Bangalore office three days each week.
• Standard work hours apply within the framework of the role.
• Compensation, stock options, and comprehensive benefits are provided from Day 1, including health insurance, accident and disability insurance, term life insurance, mental health support, wellness programs, monthly transport and work-from-home allowances, and paid time off.
• Applicants in need of special assistance or accommodation during the interview process or in accessing the website may contact talent@onepay.com.
• The company is an equal opportunity employer and encourages candidates from all backgrounds to apply.