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02/03 Akshay Datt
Founder at Unnati

Views:11969 Applications:258 Rec. Actions:Recruiter Actions:18

Head - Operations - Global FinTech Payments Startup (11-16 yrs)

Delhi/NCR Job Code: 427497

Founded by a team of passionate IITians, our client pioneered the use of mobile phones for payment in India. Their unique product helps in financial inclusion of all customer segments. Globally, the company is the only organization which has the capability to process a secure payment transaction without installing an application on the phone or SIM card. This ubiquitous design has helped the company reach different customer segments. In order to bring in payment services to millions of Indians, the company has partnered with State Bank of India, ICICI Bank, Yes Bank, IndusInd Bank. Currently, it serves over 5 million customers, in 80 towns and cities over 13 states of India. It processes payment transactions worth Rs. 2500 crores currently and is on track to double it soon. It has also expanded to the African markets with it's payment solutions.

They are building an ecosystem for the usage of the payment product. This ecosystem is made of partners of different categories, right from partnering with a bank, to getting a merchant like Big Bazaar or Flipkart on board or working with companies in the POS/mPOS space etc.It is among the fastest growing fin-tech companies in India and boasts of an extremely employee friendly work culture and great growth opportunities.

As a Head of Operations, you Key Responsibilities include,

- Establish efficient, cost effective and scalable processes for operations and support with a focus on 'Customer delight'.

- Manage and lead 'Continuous System Improvements' around technical support and services to achieve the objectives and goals to support the organizational vision.

- Ensure process and reporting compliance along with building required intelligence in operations as per regulations.

- Mitigate operational risks through reconciliation.

- Enable large scale agent and merchant on boarding.

- Ensure a competitive cash management system to provide a higher ROI to channel investments

- Evolve the overall QA process supported by business cases and strategic rationale

- Lead the initiatives around service, CRM and automation.

- Implement directives, enforce standards and operating procedures and build Tracking Systems,Scorecards & Ops Controls for Service, -Quality, Efficiency, Productivity, Cost, Customer Service& other metrics

- Ensure smooth and efficient functioning around client servicing, vendor management and call center.

- Develop mechanism for process improvement, continuous feedback and process productivity

- Provide leadership to Application Support team and administer all production issues and generate short-term resolution

- Ensure targeted service and performance standards are achieved or exceeded

- Establish and manage communication channels within and among departments-being the liaison to provide customer feedback to the -Management Team

- Monitor progress of requests for support and ensure users and other interested parties are kept informed

- Coordinate and manage outside vendors, contract negotiations, licensing, maintenance contracts and service level agreements

- Run a SLA based service for Incident and Problem management

Candidate Profile:

- At least 5 years of prior experience of running Project management and delivery independently with minimal supervision

- Technical expertise in servicing and analyzing existing systems for any technical issues

- Knowledge of operations from a payments/distribution background

- Knack of engaging with internal and external stakeholders akin to relationship management

- Ability to handle scale of transactions and large ticket size around TAT

- Proven record of executing best CRM internally and externally

- Experience in a B2C operations is a strong advantage.

- Should be from technical background with hands on experience on managing Linux, Java/J2EE based enterprise applications

- Very strong analytical skills, Communication skills and Presentation skills

- Ability to take complex information and summarize for a broad audience of executives, professionals,and field representatives

- Proactive, disciplined, individual who can drive results and well versed with Service Delivery processes

- Dynamic, energetic, motivated, positive outlook with the ability to multi-task and work under pressure

- Ability to recommend system solutions and upgrades in line with user and business requirements and Company IT strategy

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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