Mhd- Process Excellence/ Am

3 weeks ago

Bengaluru, India Paytm Full time

Title: Regional Process Excellence - Assistant Manager

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:

- The process excellence role is in Merchant HelpDesk segment in the Offline Merchant business of

Paytm for Business vertical

processes at call centers, identify the process pain points of the merchants and implement the

required process changes, measure the improvement and take re-corrective actions until the

implementation is successful

assurance and tech teams to take corrective actions to improve the compliance at ground level

Expectations/ Requirements

training and implantations, quality audit via call, CRM, data in the industries like, financial services

providers, banking, e-commerce
- Identify knowledge gap and non-adherence by observing the process at the call centers, market visit to

identify merchant pain points, take corrective course of actions via refresher training, making the

required changes done in SOP and implementing the changes at the call centers
- Should be able to Read, Write and Speak in at least any 2 of the following languages,
- Telugu
- Tamil
- Kannada
- Marathi
- Gujarati
- Malayalam
- Bengali
- Creative and dedicated individual who will fit with our collaborative culture
- Cohesively work with Operational stakeholders on key initiatives and build
- Use and continually develop leadership skills
- Be a brand ambassador for Paytm - Stay Hungry, Stay Humble, Stay Relevant

Superpowers/ Skills that will help you succeed in this role
- Should be multilingual in terms of writing SOP and providing training and communicate with regional

merchant base
- Good stakeholder management
- Understanding of call center agents and User Experience
- Customer obsessions, bias for action, deep dive, invent and simplify and deliver results
- Understanding of CRM, Chatbot is preferred

Why join us < Recruiters to add - to be provided by Hiring manager, Business HOD and Corp Comm>
- A collaborative output driven program that brings cohesiveness across businesses through technology
- Improve the average revenue per use by increasing the cross-sell opportunities
- A solid 360 feedback from your peer teams on your support of their goals
- 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 - 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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