Business Operations - General Manager - CST Travel

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