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: Our Team , Delivers Key support services to all Major Accounts that Paytm is holding . Which includes all Post Live concerns such as Device Issues , Pay-out and Recon concern , Profile changes , Transaction related concerns.

● The process excellence role is in Merchant Helpdesk segment in the Offline Merchant business of

Paytm for Business vertical

● The candidate is expected to improve the merchant experience by observing the operational

processes, deep dive existing process, identify the 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

● The candidate should also check the process compliance at operations, work with the quality

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

● Must have experience to enhance automation (Process, Product, Service)

● Digital lending experience and stay updated with industry trends and customer service innovations to

recommend and implement improvements in service delivery.

● The candidate should have 3+ years of hands-on experience in process design, training and

implementation as well as data-driven performance improvement tracking in industries like, payment

solution providers, banking, e-commerce

● Identify process pain points by observing the operations at the ground level, create corrective course of

actions and deploy along with operational stakeholders through training at the ground level

● 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 & 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!

● Ideate new process flows, Process re-engineering

● Identify, initiate and execute projects

● Lead process in collaboration with various business teams.

● 2-3 years of experience working on business insights, handling team and client management

● Good stakeholder management

● Understanding of call center agents and User Experience

● Customer obsessions, bias for action, deep dive, invent and simplify and deliver results

● Demonstrated organization skills, team management skills, strong goal oriented and attention to detail

● Willingness to experiment and improve continuously

● Understanding of CRM, Chatbot is preferred

● Proficiency in Communication, PowerPoint and Excel

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