Head - Payment Assistance

Location: Chennai (Work from Office)

Role Overview

Payment Assistance (PA) team is one of the key verticals in Matrimony.com. PA team primarily assists the online customers in completing their payment transactions and provides their support expertise in payment failures and payment related queries. PA supports the customer by detailing product features basis the customer's requirement and suggests best suitable packages. Customers are assisted via Chat, Inbound Calling and Outbound Calling. Payment assistance team at matrimony provides 24/7 service to accommodate both RI and NRI customers. Responsible for revenue generation by ensuring that the teams assist the customers in payment issues and regulating and monitoring EPRs

Key Responsibilites:

• Responsible for managing P&L and generate revenue as per the target for the FY
• Managing a HC of 100+ people who are into providing payment assistance over chat and tele-calling.
• End to End funnel management
• Monitor and measure productivity across teams and look at effective utilisation and productivity of team members.
• Leverage opportunities and convert potential leads to sales.
• Design and develop motivation and retention strategies and implement the same.
• Review the performance of the team members and optimise resource utilisation through BQ Management

Skill & Competencies

• Excellent leadership and strong interpersonal skills
• Excellent experience and capabilities in sales process through Chat based services and outbound calling.
• Hands-on experience in optimizing funnels (Lead, conversion)
• Sales oriented and can work with cross-functional teams to meet business objectives.
• SLA & Work Force Management (WFM) where manpower is spread 24/7.
• Strong analytical and problem-solving skills.
• Good in People management
• Ability to identify, improve, measure, monitor and analyse data and use data for process re-engineering/strategizing initiatives.
• Ability to develop and implement motivation and retention strategies.
• Conversant in Tamil, English and preferably Hindi

Educational Qualifications & Experience

• Bachelor's Degree in business and/or MBA in Marketing and/or Operations from a premier institute
• At least 15+ years of marketing and sales experience including chat-based sales preferably from BFSI segments.

About Us

Matrimony.com Ltd, a Great Place to Work Certified Wed-Tech company listed on the BSE and NSE, is a leader in matchmaking and wedding services. Its flagship brand, Bharat Matrimony, is the largest and most trusted matrimony brand (Brand Trust Report 2014) spanning customers across the entire economic strata. The company serves over 6 million members with the support of 2,700+ associates and a network of 120+ company-owned retail outlets. It achieved a revenue of Rs 481 crores with a PAT of Rs 49.6 crores in FY24. It has a robust balance sheet, no debt, and cash of Rs 379 cr as of 30 Sep 2024.

Key Offerings

• Matchmaking Services:
• BharatMatrimony and 200+ matrimony brands segmented on religion, languages, communities, and occupation.
• Jodii: An exclusive matchmaking app for non-degree holders in 9 Indian languages
• Assisted Service and EliteMatrimony: Personalised services for the HNI, NRI and Premium segment of customers
• Wedding Services:
• Wedding Bazaar: Largest wedding services provider.
• Mandap.com: Largest online wedding venues platform.
• MakeMyWedding: Personalized & curated wedding planning services.

New Initiatives & Verticals

• MatchAstro: It is an exclusive astrology app for marriage, love, and relationship
• ManyJobs: Employment platform targeting grey collar workforce. In vernacular language for the Tamil Nadu market (initial phase) and with some of industry first features for both companies and candidates
• WeddingLoan.com: A fin-tech platform to facilitate wedding loans through a curated set of institutions
• Luv.com: A next generation serious relationship app.

International Presence

Matrimony.com has successfully expanded into international markets, with UAE operations thriving for 4+ years and Bangladesh operations commencing in 2021. With a mission to dominate the $55 billion wedding services industry.