Operations Manager @ Paytm

Job Description

About Us: Paytm is India's leading financial services company that offers full-stack payments and financial solutions to consumers, offline merchants, and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services. One97 Communications Limited, which owns the brand Paytm, was founded by Vijay Shekhar Sharma.
About the team: The requirement is in the Merchant Helpdesk (MHD) team. MHD is responsible for creating a unique customer experience for Paytm Merchants with optimized operational processes guided by data analytics.
About the role: The role will essentially require selected candidates to manage contact center and requires a high level of business ownership, one should have Good understanding of financial services business, particularly distribution of financial products viz Unsecured Business Loans, Personal Loans ,Insurance, CASA etc.
Expectations: 1. Managing and leading multiple contact centers. 2. Ensure program success through strong performance management of KPIs (Productivity, Quality, AL, SL etc.) 3. Own the partner relationship for outsourcing contracts including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations. 4. Anticipating the Merchant needs and their potential problems and seek out ways to increase merchant satisfaction. 5. Ensuring that all merchant concerns and complaints are satisfactorily resolved within the given timelines 6. Be accountable for managing and directing the daily activities of the Lending operations department. 7. Oversee all lending functions, which includes pre disbursal and post disbursal queries as well as reviewing and recommending changes to existing product suite for continued enhancements. 8. Coordination with business loan processing team and internal stakeholders. 9. Be responsible for process improvements, recommends solutions to improve departmental productivity, efficiency and quality of service 10. Responsible for meeting growth objectives- revenue growth by evolving and implementing a business relationship plan. Prevent attrition of merchants by retaining them. 11. Adherence to compliance, legal and regulatory standards 12. Collaborate with different business divisions of the bank and NBFC to offer highest level of merchant satisfaction within desired time frame and no escalation.
Education: Graduation is must
Requirements: 1. 8-10 years of experience in lending operations space; preferably from Banks/NBFCs 2. Proficiency in MS office; expertise in MS excel is a must 3. Good communication skills 4. Prior experience and knowledge of the documentation required for loans; on-boarding processes and potential issues faced in the industry for pre-disbursal and post disbursal concern is a plus point.
Superpowers/ Skills that will help you succeed in this 1. High level of drive, initiative and self-motivation 2. Ability to take internal and external stakeholders along 3. Understanding of Technology and User Experience 4. Love for simplifying 5. Growth Mindset 6. Willingness to experiment and improve continuously
Why join us 1. A collaborative output driven program that brings cohesiveness across businesses through technology 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
Compensation: If you are the right fit, we believe in creating wealth for you. With an enviable 500 million+ registered users, 21 million+ merchants, and a depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers and merchants, and we are committed to it. India s largest digital lending story is brewing here. It s your opportunity to be a part of the story!

Employement Category:

Employement Type: Full time
Industry: IT Services & Consulting
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: Operations Manager

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Keyskills:   sales delivery customer relations marketing management ms office 360 feedback business loan personal loans contact center business loans financial services financial products customer experience performance management loan processing it fit viz nbfc