BharatPe - Manager - Issue Resolution & Product Development

Job Purpose :

- Responsible for resolving customer issues at customer and product level both

- Responsible for process improvements and innovation to create business benefit, increase customer satisfaction

- Support field and calling team in getting the customer issues resolved within specified TAT

- Role will require conferencing / collaborating with internal teams / outside agencies

- Be pro-active in looking for process improvements and implementation of the same

- Coordination with Product and Tech team to resolve the issues from it's core

- Identify operational improvement opportunities and drive implementation.

- Timely and effective communication with internal departments for issue resolution

- Take ownership of the inquiry / dispute and be able to diagnose customer issue and resolve to deepen relationship and achieve highest level of customer satisfaction

- Ensure appropriate systems and infrastructure are in place to track, evaluate and support collections

- Research industry best practices; make recommendations accordingly

Key Responsibilities :

Managerial Responsibilities :

- Collaborate and consult with members of the business execution team to drive strategy

- Perform assessment through fact findings approaches to solving complex issues.

- Evaluate cost and find measures to reduce the cost

- Need to work closely with Internal teams and handhold them to get the desired results

Functional Responsibilities :

- Keep track of developments in market and implement best practices to support collections

- Establish effective working relationships with functional and cross functional teams to implement innovative and competitive strategies related to field collection activities

- Preside over periodic progress review meetings and timely share performance reports with management

Job Requirements :

Qualifications - Graduate / Post Graduate

Experience - 5-7 years of Operations preferably payment ops, finance operations or equivalent

Functional Competencies

- Good Analytical Skills

- Problem solving attitude

Behavioral Competencies - Hustler

- Problem solving and decision-making skills

- People Management skills

- Creative & Innovative