Job Description

About Us Paytm is India\'s leading digital payments and financial services company, which is focused on driving consumers and merchants to its platform by offering them a variety of payment use cases. Paytm provides consumers with services like utility payments and money transfers, while empowering them to pay via Paytm Payment Instruments (PPI) like Paytm Wallet, Paytm UPI, Paytm Payments Bank Netbanking, Paytm FASTag, and Paytm Postpaid - Buy Now, Pay Later. To merchants, Paytm offers acquiring devices like Soundbox, EDC, QR, and Payment Gateway, where payment aggregation is done through PPI and also other banks\' financial instruments. To further enhance merchants\' businesses, Paytm offers merchant commerce services through advertising and the Paytm Mini app store. Operating on this platform leverage, the company then offers credit services such as merchant loans, personal loans, and BNPL, sourced by its financial partners. 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. The Internal Audit team at Paytm comprises seasoned professionals with diverse skill sets and experience across different verticals like process audits, technology audits, and forensics. The team focuses on implementing the approved audit plan, ensuring the delivery of qualitative audits, and conducting internal / special reviews while leveraging technology and data analytics and gauging key risks across business processes. About the role: 1. Monitor call center outsource and in-house setup and identify improvement opportunities. 2.Capacity planning for the outsource and in-house, co-ordinating with planning team and ground operations to forecast through process monitoring. 4.Work closely with operations, planning, design, and central operations to ensure smooth delivery on a day-to-day basis. 5.Track and drive for continuous improvement across all defined goals, KPIs, and metrics. 6.Periodic and on time publication of performance data visibility. 7.Deep dive into key areas to identify areas of improvement. 8.Gather data and analyse it to arrive at actionable insights. 9.Build a culture of ownership and empowerment within the team. 10. Develop, mentor, and motivate the team for better efficiency and best results. Expectations/ Requirements: 1. People manager 2.Comprehensive and possessing analytical skills. 3.Exposure to operations planning. 4.Tech savvy, Problem solving, and data-driven decision-making through the stakeholders. 5.Team Building and Employee Engagement Capability. 6.Adaptability towards change management. 7.Stakeholder Management 8.Sound presentation and communication skills. Superpowers/ Skills that will help you succeed in this role: 1.A high level of drive, initiative and self-motivation 2.The ability to take internal and external stakeholders along 3.Understanding of Technology and User Experience Education An MBA from a top-tier College is preferred and Six Sigma is an addition. 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-selling opportunities. 3. A solid 360-degree feedback from your peer teams on your support of their goals 4. Respect 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!

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