Process Excellence- Jm

**About Us**: Paytm is India's leading financial services company that offers full-stack payments and 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 the business vertical

processes, identify the pain points and implement the various technical and non-technical corrective measures.

actions as well as measure the improvement and take corrective actions until the implementation

is streamlined.

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

**Expectations/ Requirements**
- Excellent written communication skills
- Immaculate understanding of grammar
- Ability to conduct accurate research
- Understanding of marketing and branding
- Knowledge of social media trends and best practices
- Experience with Content Management Systems
- Clevertap and Meta Approval experience
- Freshdesk Knowledge is Plus

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

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

identify merchant pain points, take corrective action via refresher training, and make the

required changes done in SOP and implementing the changes at the call centers
- Should track the process compliance via data and dashboards and collaborate with QA and various

stakeholders to build corrective actions and implement at the ground level to improve process

compliance, which leads to merchant experience enhancement
- Creative and dedicated individual who will fit with our collaborative culture
- Cohesively work with Operational stakeholders on key initiatives and build
- Program manage initiatives that are driven centrally for process improvements by engaging with various

Business and Technology Teams
- Track program or project performance, specifically to analyze the successful completion of short
- and long
- term goals
- 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**
- Good stakeholder management as an individual role
- Understanding of call center agents and the user experience
- Customer obsessions, bias for action, deep diving, inventing and simplifying, and delivering results
- Willingness to experiment and improve continuously
- Understanding of CRM, IVR, and chatbots is preferred

**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-degree feedback from your peer teams on your support of their goals

4. Respect is earned, not demanded, from your peers and manager

**Compensation**:
If you are the right fit, we believe in creating wealth for you

With an enviable 500 million+ registered users, 21 million+ merchants, and a depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers and 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