Innoviti Payment Solutions - Senior Service Assurance Manager - IIM/IIT/FMS/ISB

Job Designation : Sr. Service Assurance Manager

Company Information:

- Innoviti Payment Solutions (Innoviti) started its payments business in 2008 and quickly established itself as a pioneer in solving difficult problems in the payments space using technology.

- Innoviti's goalis to fuel India's growth by helping drive a cashless economy. We believe this will release a tremendous amount of money in the Indian market that will ease the availability of credit to fuel entrepreneurship, create jobs and improve the living standards of every Indian. Only technology and a talented team that can put technology to use can address this tough problem.

- Innoviti is a well-funded company backed by marquee investors such as Titan Company (JV between Tata Group and TIDCO) and Catamaran Ventures (founded by Mr. N. R. Narayana Murthy) and NIIC, Canada. The company has been winner of several awards including Deloitte fastest growing company in APAC award three years in a row and Red Herring award twice. We hold 4 patents with 7 more in pipeline.

- Our business involves developing products that use technology to remove friction in a) the supply of money (credit) and b) movement of money. These seemingly simple objectives are actually very tough problems. Today less than 7% of entrepreneurs get access to capital to grow. Less than 8% of purchases happen through electronic money. Solving these tough problems in sustainable ways that are scalable and profitable is a tough challenge!

- To address these problems we have built some remarkable products such as uniPAY and smelending.com that today process more than Rs 11,000 Cr. of transactions annually. Leading customers such as Reliance Retail, Lifestyle, Yatra, Indigo, Inox, Tanishq, BPCL, WalMart are using these products. The uniPAY product line drives the payments business where we process more than Rs 10,000 Cr. of transactions annually. The smelending.com business drives the lending to small owners business where we process Rs 400 Cr. of lending annually

- If our track record is anything to go by, we have already made a small dent in the world of payments! We are now looking for enhancing our team with talented individuals who are ready to address more complex challenges and make a bigger dent!

Would you like to join this journey :

Job Description :

Job Designation : Sr. Service Assurance Manager

Location : Bangalore

Reporting to : VP Service Assurance Manager

Responsibilities :

Drive a strong tool based and process centric strategy to address all the perceived risks required for operationalizing and supporting the product.

Duties :

- Rapidly understand the friction points in the product and their relevance to the business context.

- Understand the business impact of these points and plan the service assurance roadmap based on prioritization.

- Review existing process for gaps and /or Put in place new processes and implement the same through tools, automation to bring efficiency in the system and work towards continuous improvement.

- Develop KPIs for measuring the service assurance performance.

- Manage and augment relevant teams required to meet the performance, such as field support, L1, L2 support teams including call center.

- Mentor the team, Set the performance targets for teams, track and monitor the same.

- Constantly work on improving processes to reduce the cost of service assurance.

- Interaction with senior officials at the business customers such as suppliers, banks and NBFCs, to understand opportunities for improving service assurance.

- Understand the experiences and feedback from internal teams regarding service assurance.

- Responsible for SLA management, ensuring customer satisfaction and NPS.

- Manage escalation for service issues from various customers/merchants/partners and ensure resolution and work towards customer delight.

- Regular stakeholder management and review both internal and external based on metrics/KPIs and issues.

- Ensure new installations of terminals on field and also ensure that they are capable of transacting on field on a regular basis and quickly fix issues that arise.

- Provide leadership to the team in areas of service assurance and work towards setting new benchmarks through various initiatives.

Skills and Qualifications :

- B.E./B.Tech + MBA from tier-1 college.

- Demonstrated experience in developing processes, implementing them through tools and then improving them through measurements.

- Demonstrated experience in developing service assurance metrics that reflect cost and service levels and are implementable at the level of each person in the team.

- Excellent analytical and consulting skills

Personality :

- The ideal person for this role would be someone who understands revenue and cost aspects in the business. Person should have zero tolerance to service issues and have an extreme level of customer orientation.

- The person should love to innovate with the objective of improving service while reducing cost. Needless to mention the person should be self-driven, results-oriented with a positive outlook and impeccable integrity.

- He/She would have a track record of delivering results consistently in uncertain environments. Should have excellent communication skills with an ability to manage crucial conversations with senior people at customer organizations.

Benefits :

This job will provide the individual with an opportunity to strategize, direct and grow the entire service assurance roadmap of the business in the payments and SME lending space, one of the hottest spaces in the country. Innoviti has been recognized as a pioneer in this area and is #1 in the SME lending space. Contributing to Innoviti achieving its vision will provide an opportunity to the individual to be recognized as one of the members that made it happen.

The position will be remunerated with a fixed pay as per industry standards and performance linked variable pay.