Mhd- Process Excellence- M/em

1 week ago

Noida, India Paytm Full time

**Title: Process Excellence - Manager/EM** **About Us**: Paytm is India 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 role**: - The process excellence role is in Merchant HelpDesk segment in the Offline Merchant business of Paytm for Business vertical pain points and implement the various technical and non-technical corrective actions as well as measure the improvement and take re-corrective actions until the implementation is streamlined **Expectations/ Requirements** - Identify process pain points by observing the operations at the ground level, create corrective course of actions and deploy along with multiple stakeholders through training at the ground level - Improve merchant experience through proactive communications via a combination of multiple channels, identify the most effective channel of communication and leverage the same to gain the merchant feedback to improve merchant experience to measure and improve NPS and C SAT - Should track the process compliance via data and dashboards and collaborate with QA and various product and tech teams 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 - Should have experience in managing a team with at least 2-3 people - Program manage initiatives that are driven centrally for process improvements by engaging with various business & Technology Teams - Track Program/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 - Understanding of Technology and User Experience - Customer obsessions, bias for action, deep dive, invent and simplify and deliver results - Willingness to experiment and improve continuously - Understanding of CRM, Chatbot 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 feedback from your peer teams on your support of their goals 4. 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 thestory

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