Manager – Online Reputation Management

Role: Manager - Online Reputation Management

Function: Marketing & Communications

Location: New Delhi, India

Reports to: PR, Brand & Communications Lead

About Pay10

Pay10 is a fintech company building the future of payments by making alternate payment channels and open finance a global reality.

Regulated by the Reserve Bank of India (RBI), we currently hold:

PA-PG (Payment Aggregator Payment Gateway)

PA-CB (Payment Aggregator Cross Border)

PPI (Prepaid Payment Instrument)

Our vision is to build a seamless, secure, and compliant payment ecosystem that empowers both merchants and consumers to do business and transact confidentlyacross borders, across currencies, across platforms. Our mission is for Pay10 to be the trusted bridge between merchants and consumers in the new age of money movement.

Role Summary

The ORM Manager will be the central custodian of Pay10s online reputation. The role anchors daily monitoring governance, ensures SLA adherence, manages escalations across CX/Product/Tech/Business/Compliance, and acts as the single point of contact between Pay10 and the ORM agency. This role drives early risk detection, faster issue closure, and continuous sentiment improvement.

Key Responsibilities

1. Daily Monitoring Governance

Oversee 247 listening across social media, reviews, forums, and fintech news.

Validate sentiment tagging, issue categorization, and risk flags raised by the agency.

Maintain an updated, real-time issue tracker.

2. SLA & Escalation Management

Ensure strict adherence to acknowledgement, response, and resolution SLAs for all issue categories.

Drive escalations with CX, Product, Tech, Business, and Compliance for critical/high-risk cases.

Maintain and update the internal escalation matrix.

3. Coordination With Agency (Primary POC)

Serve as the central coordinator with the ORM agency team.

Review daily flags, weekly reports, and monthly dashboards.

Approve responses, templated replies, and tone of voice.

4. Issue Resolution & Cross-Functional Alignment

Work closely with CX on customer complaint closure and quality of responses.

Coordinate with Tech teams for platform-related issues and outage communication.

Liaise with Compliance for regulated or sensitive cases.

5. Reputation Insights & Reporting

Extract insights from data, spikes, sentiment shifts, and recurring issue themes.

Provide actionable recommendations to Marketing, CX, Product, Business, Product and Leadership.

Run monthly reputation reviews internally.

6. Crisis Readiness & Management

Lead escalation for high-volume spikes or viral incidents.

Coordinate with PR for crisis communication and controlled messaging.

Maintain logs and audits of crisis actions.

7. SOPs, Templates & Governance

Build and maintain ORM playbooks, response templates, and process flows.

Ensure consistent communication tone and governance across teams.

Required Skills & Experience

48 years of experience in ORM, CX, social listening, or consumer issue management.

Experience in fintech/BFSI, e-commerce, telecom, or high-sensitivity categories.

Strong understanding of payments-related issues (refunds, onboarding, KYC, downtime, fraud flags).

Hands-on with ORM tools: Talkwalker, Brandwatch, Meltwater, Sprinklr, etc.

Excellent escalation management, analytical skills, and stakeholder communications

Key Attributes

High ownership and urgency

Calm under pressure

Risk-sensitive judgement

Strong collaboration skills

Detail-oriented and process-driven

KPIs

SLA adherence % across all issue categories

Reduction in negative sentiment & repeat complaints

Time-to-escalate and time-to-resolution for critical issues

Quality and depth of monthly insights

Agency governance and monitoring accuracy