Job Description

About Us:
Paytm is India\'s leading financial services company that offers full-stack payments & 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 that owns the brand Paytm is 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:
1. The process excellence role is in Merchant Helpdesk segment in the Offline Merchant business of Paytm for Business vertical.
2. The candidate is expected to improve the merchant experience by observing the operational processes, identify the pain points and implement the various technical and non-technical corrective actions as well as measure the improvement and take re-corrective actions until the implementation is streamlined.
3. The candidate should also check the process compliance at operations, work with the quality assurance and tech teams to take corrective actions to improve the compliance at ground level.

Expectations/ Requirements:
1. The candidate should have 5+ years of hands-on experience in process design (SOP designing), training and implementation as well as data-driven performance improvement tracking in industries like, payment solution providers, banking, e-commerce.
2. Identify process pain points by observing the operations at the ground level, track the process compliance via data and dashboards, collaborate with QA and various stakeholders to build corrective actions for improvement through training which leads to merchant experience enhancement.
3. Experience in providing/conducting training sessions of the vendors and internal stakeholders.
4. Creative and dedicated individual who will fit with our collaborative culture.
5. Cohesively work with Operational stakeholders on key initiatives and manage initiatives that are driven centrally for process improvements by engaging with various Business & Technology Teams.
6. Track Program/Project performance, specifically to analyze the successful completion of short-term and long-term goals.
7. Use and continually develop leadership skills.


Superpowers/ Skills that will help you succeed in this role:
1. Good stakeholder management
2. Understanding of call center agents and User Experience
3. Customer obsessions, bias for action, deep dive, invent and simplify and deliver results
4. Willingness to experiment and improve continuously
5. Understanding of CRM, Chatbot is preferred

Education :
Any Graduation


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 enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants \xe2\x80\x93 and we are committed to it. India\xe2\x80\x99s largest digital lending story is brewing here. It\xe2\x80\x99s your opportunity to be a part of the story!