Job Description

Razorpay was founded by and in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.

We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we\'ve disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via ) and enabling capital availability for businesses (via ).

The Role:

As an Associate Director, we are looking for an experienced professional with a good track record and knowledge in operations, Customer Support, process improvement, identifying training needs, reporting and team handling. Manage a team which will maintain and execute input and output KRAs for Operations management and Support.. The role involves heavy cross functional working with Product, Technology teams, Engineering support, Banking alliances etc. This role also has fair bit of exposure to external alliance partners (banks and other channel partners)

Roles and Responsibilities:

Process Management:

• Ability to execute and deliver on multiple Operations and support OKRs
• Manage and scale Operations and Support teams
• Cross functional delivery expertise - Product, Banking, Tech support, etc.
• Reporting and presentation of facts in leadership forums
• Strategic and tactical initiatives to enable business growth
• Capacity enhancement and enablement of Sales and Revenue functions

People Management:

• Enables and motivates self & team members to deliver accuracy in data entry, verification & data duping activities within TAT through continuous support, development and positive reinforcement
• Engage with team members and treating them as individuals
• Coaches the team in order to ensure the quality of key deliverables meet the appropriate standard
• Measures and manages the team to meet performance targets
• Disseminate information in a timely, relevant and accurate manner to all team members
• Ensures that all company policies and procedures are observed
• Participates in the headcount planning and hiring exceptional talents

Communication and Feedback:

• Conducts regular scheduled team briefs (Pre + Post shifts) with the team leads etc.
• Ensures feedback is given to Agents with regards to their performance
• Ensures all relevant business communications are cascaded in a simple and timely manner
• Reporting and Administration Review and track team attendance and schedule adherence
• Update, track and record performance of team members
• Compile and send out reports to relevant internal (Service provider) and external (Company\'s) stakeholders

Customer Experience :

• Leads by example in driving the culture of customer centricity
• Should be well versed with capacity planning
• Ensures continuous improvement to customer experiences by investigating and addressing root causes
• Celebrating and sharing examples of exceptional customer experience
• Ensures real time monitoring of dashboards to avoid any delay and manages the TAT, SLAs and accuracy as defined
• Ensures real time monitoring of data entry quality and feedback to the agents to adhere to accuracy levels. Coaching and monitoring of the team to avoid any delay and error in Data

Mandatory Qualifications:

• Must have minimum 10+ years Fintech/ Financial Services/Banking Ops experienceAbility to think strategically and to lead the team
• Exposure to Six sigma or best practices in process management and quality are an added advantage.
• Strong interpersonal skills, with ability to work within a fast-paced environmentAbility to identify and drive process efficiencies in the team

Location: Bangalore

Razorpay believes in and follows an equal employment opportunity policy that doesn\'t discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.

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