Merchant Operation Manager
3 weeks ago
Get To Know Us First
Freecharge a subsidiary of Axis Bank Limited founded in 2010, is a Fin-Tech organisation
revolutionizing Financial Products through technology.
At our core, we’re a creative company. Ideas and pixels is where we live and we love building
magical products that make our users feel ‘wow’. At Freecharge, you'll have the chance to do
the best work of your life. We’re on a journey to build something new, something different
and something innovative & that requires passion to build such incredible products.
Come join us and shape the future of Fin-Tech.
We are looking to hire a diligent and hardworking candidate with a specialised Merchant Service background. The role will be primarily to drive (voice + non-voice) support functions with a meaningful Merchant service metrics & bring innovations.
Designation: Manager/Senior Manager
Work Location: Gurgaon ( Hybrid)
Experience: 10-14 yrs
Key Responsibilities
- Manage Lead(s) for different support domains & be responsible for their overall deliverables & drive operations for Voice & Non-Voice channels.
- Ability to set the vision and direction of the team by managing individual & team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets.
- Carry out supervisory responsibilities in accordance with company policies and procedures. Additional responsibilities would include interviewing, training and motivating employees & disciplining employees.
- Manage workflows, handling escalations, conflict resolution, proactively engage the resources to address issues and effectively delegate workload across the team.
- Establish mechanisms to ensure enhancement in the overall productivity, volume and competence levels.
- Drive new initiative & projects to measure performance & business expansion.
- Forecasting manpower planning for the business and work with recruitment team on identifying the right talent.
- Participate in business leadership meetings, help in developing and driving strategies and programs which improve the competitive position of the organization.
- Build KPI’s for Merchant Query Handling, Merchant Retention, Reduce Attrition.
- Work closely with Senior Management / partners to deliver the objectives around Merchant centricity.
Expected Qualities
- Outstanding verbal and written communication skills. With minimum 2+ years of experience in Manager role.
- Good knowledge of Merchant Service operations / Financial products & voice support functions.
- Experience in Leadership roles, connect with internal & external stake holders.
- An effective communicator & team leader with strong analytical, problem solving and organizational abilities.
- Ability to remain calm, have a flexible attitude and to work with minimum supervision. Able to priorities tasks and manage time effectively.
- Actively involved in monitoring progress, suggesting improvement and contributing in continual improvement.
- Should have driven process excellence projects.
- Risk assessments & fraud detection role.
- Strong problem solving skills and a natural talent for process improvement
- Comfortable navigating multiple systems and getting up to speed very quickly with all our online tools & management space.
Wants to be part of fast paced digital lending, service & growing so fast we can’t keep-up with ourselves
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