Process Excellence

**Who we are**:
We are a financial services platform that leverages technology to offer our customers seamless and user-friendly products related to banking, loans, and investments. So whether it’s a savings account, credit cards, investment and payments, it's all on Jupiter. We also help users cut through the banking jargons, offer smart insights based on spending and provide users with a range of new age features to enable and make sense of their finances.

**Our journey so far**:
Jupiter was founded in 2019 by Jitendra Gupta. Best known as Citrus Pay’s founder, Jiten found himself wondering why personal finance experiences were not customer-centric when everything else like food ordering and entertainment were. That’s how our journey began in 2019, with a simple, powerful idea : to create a modern, customer-centric experience that empowers individuals when it comes to their money.

From our humble beginnings, we've strived relentlessly to make managing money easier. In 2021 when we launched we had a waitlist with over 100,000 people eager to experience the world of Jupiter - and within 10 months we crossed 1 million users. Today, we have 2.7 million + happy users on Jupiter.

Our Insights feature today tells how much and where you’ve been spending automatically, even on your other savings accounts Our Edge CSB Bank RuPay credit card is getting a lot of love for it’s head-turning transparent design, not to mention it being a rewarding experience. Our No-Penalty SIP and Daily SIP at Rs 10/- has helped scale our investments business and we have over 100,000 users investing on our platform to fulfill their money aspirations.

We've embraced cutting-edge technology, harnessed the power of data analytics, and assembled a diverse team of creative thinkers and industry experts who share our vision for a more accessible, transparent, and inclusive financial ecosystem. We’re now looking for like-minded folks to join the crew.

**Who we're looking for**:
We’re seeking a process-focused problem solver to elevate our customer support ecosystem. This role will drive end-to-end process design, SOP governance, knowledge management, IVR/bot optimisation, and continuous improvement across support channels. You’ll collaborate cross-functionally with Ops, Product, Tech, and QA to fix foundational gaps and build future-ready support experiences.

**Roles and Responsibilities**:
**Process Design & Reengineering**
- Build frameworks for continuous improvement and process health checks.
- Visualize process changes through clear documentation and impact mapping.

**SOP Governance & Knowledge Management**
- Create and maintain version-controlled SOPs for all frontline workflows.
- Build structured knowledge systems to reduce escalations and boost agent autonomy.
- Track adherence and gaps in collaboration with QA and Training.

**IVR & Bot Optimization**
- Own and optimize IVR and chatbot journeys via data analysis and testing.
- Track key metrics: containment rate, misroutes, bounce, and session abandonment.
- Collaborate with Product/Tech to enhance bot performance.

**Analytics-Driven Improvements**
- Use metrics like AHT, FCR, CSAT, NPS, and SOP adherence to identify pain points.
- Build dashboards and run pilots to validate process changes before scaling.

**Change Management & Rollouts**
- Drive cross-functional alignment for process/tool launches.
- Lead UAT, enablement, and post-rollout calibration to ensure smooth adoption.
- Build communication plans to manage change effectively.

**Training & Capability Building**
- Create SOP-based handbooks and deliver process training for agents and SMEs.
- Run workshops on new processes and continuous improvement tools.

**What is needed for this role**:

- 3-5 years in Process Excellence, CX Strategy, or Business Ops (preferably in fintech/BFSI/startups).
- Strong in SOP writing, process design, and knowledge systems.
- Familiarity with IVR logic, bots/NLP systems, and support tools (Freshdesk, Sprinklr, Ozontel, etc.).
- Analytical mindset - comfortable with Excel, SQL, and dashboarding.
- Exposure to Lean, Six Sigma, or Kaizen is a plus.
- Effective communicator with strong cross-functional collaboration skills.

**Key Skills**:

- Public speaking & facilitation
- Instructional design fundamentals (ADDIE/SAM)
- Kirkpatrick model and 360° feedback evaluation
- Stakeholder collaboration
- Analytical thinking
- Coaching and feedback delivery
- Attention to detail in documentation and reporting

**Brownie Points for**:

- Experience mentoring juniors or managing agency/vendor partners.
- Exposure to credit or payment products and their risk/compliance nuances.
- Familiarity with predictive models (churn or upsell propensity) and large-scale marketing automation.

**Want to know more about us? Hop onto the links below**:

- About us
- Our values
- Our Journey