BharatPe - Senior Manager - Escalations

Senior Escalations Manager

Salary : Upto 25 LPA

You can become a part of :

A truly aspirational brand, one of India's fastest growing fintech companies that offers a range of financial services &products for merchants, kirana store owners and end consumers. Valued at over $2.8 Bn within a short span of 3+ years, we focus on empowering small business owners and retailers with business ranging from QR & PoS payments to easy loans to

High-yield investment products which in turn enables them to grow and transform. We understand that business and culture are two sides of the same coin. So, alongside business, we are equally focused on building a culture where employees succeed unconditionally.

We believe we are in an ever-evolving space with immense opportunity to build for Bharat! Our people will enable this journey with their ideas, innovations and capabilities. We value diversity, where we encourage different points of view, ways of thinking, new capabilities to strengthen and improve the lives of our customers. And that is not all, we have a lot of fun while we explore new ideas, solve real problems, collaborate, connect - and we do it all together.

Connect with us over social media, coffee or call. We promise to excite you with an opportunity that will "change the game"!

In this role, you have the opportunity to :

- Manage the consumer experience and delight for cutting-edge products

- Be the internal advocate for consumers across products and work on cross-functional high-impact projects

Responsibilities will include :

- Manage and solve escalations, both internal and external for all consumer products - and manage the entire process of complaints analysis, reduction and process improvement across channels

- Develop and maintain relationships with banks and NBFCs ; own a service desk responsible for addressing user issues through these channels

- Drive issue resolution and other manual processes through automation projects

- Work closely with processing and payment gateway partners to reduce TATs and eventually payment incidences

- Own user retention by identifying user challenges and proactively solving issues with the product and tech teams

Qualifications :

- 4-6 years of experience in a user-facing operational setup

- Past experience in a similar role with banks/other Fintech players is a definite advantage

Skills, experiences & behaviors :

- Solution-oriented with a customer-delight mindset

- Comfortable in working with external partners and product/tech teams, breaking down complex issues into workable segments