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: Merchant Helpdesk post live team

About the role:

The role will essentially require selected candidates to manage contact center and requires a high level of business ownership, Retention Manager will be responsible for improving the engagement and retention of subscribed Devices (POS Machine and Sound Box) and Merchants.

1. Managing and leading multiple contact centers.

2. Ensure program success through strong performance management of KPIs (Productivity, Quality, AL,SL etc.)

3. Own the partner relationship for outsourcing contracts including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations.

4. Anticipating the Merchant needs and their potential problems and seek out ways to increase merchant satisfaction.

5. Ensuring that all merchant concerns and complaints are satisfactorily resolved within the given timelines

6. Be accountable for managing and directing the daily activities of the Merchant Retention.

7. Analyse reasons for the low retention levels among different Merchant segments for the Device and POS machine, Solution for the identified reasons and execute measures to improve Merchant retention.

8. Be responsible for process improvements, recommends solutions to improve departmental productivity, efficiency and quality of service

9. Responsible for meeting growth objectives- revenue growth by evolving and implementing a business relationship plan. Prevent attrition of merchants by retaining them.

10. Adherence to compliance, legal and regulatory standards

Graduation is must

8-15 years of experience in Retention of customers/merchants and Vendors.

Exposure to managing tele-calling channel is preferred

Proficiency in MS office; expertise in MS excel is a must

Good communication skills

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

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. Indias largest digital lending story is brewing here. Its your opportunity to be a part of the story!