Process Excellence- Manager

Operations & Support – Merchant Operations
Uttar Pradesh, Noida
February 14, 2023

Job Overview

Job Description

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 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:
● Working on reports, dashboards and automation to provide visibility to of MHD health to all
stakeholders
● Analyzing and preparing data for leadership presentation which should help in taking informed
decisions.
Expectations/ Requirements:
● Should have a hands-on experience in process design, implementation and tracking through regular MIS in a complex manufacturing / service organization
● Should have understanding of data to identify the pain points, create corrective course of actions and
deploy it with the Ops team wit proper training and driving the improvement through process control
● Track the performance of the process through multiple communication channels, take corrective actions in all channels to improve merchant experience and measuring NPS and C-SAT
● Creative and dedicated individual who will fit with our collaborative culture
● Cohesively work with a lot of people, across functions and teams every day
● Coordinate with other departments for compatibility of all aspects of each project
● Develop comprehensive project plans along with key stakeholders
● Program manage initiatives that are driven centrally for Technology improvements
● Track Program/Project performance, specifically to analyze the successful completion of short- and long-term goals
● Engage with various Business & Technology Teams within Paytm to identify common bottlenecks especially on technology front
● Enable and encourage use of common services to increase the speed of development and execution
● Smart thinking and clear communication
● Use and continually develop leadership skills
Educational Qualification: MBA from Any Tier-I College.
Preferred: Six sigma
Superpowers/ Skills that will help you succeed in this role:
● High level of drive, initiative and self-motivation
● Ability to take internal and external stakeholders along
● Understanding of Technology and User Experience
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!

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