Paytm Looking for Merchant Helpdesk- Assistant Manager at India Full Time

About Us:
Paytm is India’s leading digital payments and financial services company, which is focused on driving consumers and merchants to its platform by offering them a variety of payment use cases. Paytm provides consumers with services like utility payments and money transfers, while empowering them to pay via Paytm Payment Instruments (PPI) like Paytm Wallet, Paytm UPI, Paytm Payments Bank Netbanking, Paytm FASTag and Paytm Postpaid – Buy Now, Pay Later. To merchants, Paytm offers acquiring devices like Soundbox, EDC, QR and Payment Gateway where payment aggregation is done through PPI and also other banks’ financial instruments. To further enhance merchants’ business, Paytm offers merchants commerce services through advertising and Paytm Mini app store. Operating on this platform leverage, the company then offers credit services such as merchant loans, personal loans and BNPL, sourced by its financial partners.

About the team:
The Merchant Products Team is responsible for building products and solutions for Offline or Online merchants. The product suite includes merchant onboarding, merchant engagements via App – Paytm for Business, merchant communications, products related to merchant helpdesk and device servicing, and field sales product GG App including Field Sales Management (CRM), Agent engagements and fulfillment flows.

About the role:
Own the partner relationship for outsourcing contracts including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations. Managing end to end operations KPI.

Expectations/ Requirements:

• Managing and leading multiple contact centers
• Ensure program success through strong performance management of KPIs (Productivity, Quality, Attrition, Answering level, Service Level etc.)
• Coordinate with cross functional partners responsible for driving improvement in an assigned area
• Provide operational oversite and serve as approval point for Paytm driven, site level initiatives, coaching team members as needed.
• Ability to manage multiple responsibilities simultaneously and effectively and efficiently prioritize and meet deadlines.

Superpowers/ Skills that will help you succeed :

• Drive customer experience initiatives in vendor sites.
• Manage complex vendor and internal stakeholder relationships.
• Prioritize and deliver timely, high quality data driven work.

Ability to take internal and external stakeholders along.

Understanding of Technology and User Experience.

Willingness to experiment and improve continuously.

Educational Qualification:
Graduate/Postgraduate

Why join us:
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!