Head - Payment Operations - FinTech (10-16 yrs)
Industry - Banking / Financial Services / Broking
Job Type - Permanent
Description - Opportunity to head the Payment Operations for a Leading Fintech company in the Indian market
Client Details : Our client is a Top Profitable Fintech in the Indian market
1 Lead and manage the operations team, consisting of 50+ professionals, across multiple functions, including MIS, data analytics, customer experience, onboarding, query resolutions, telecalling, and customer lifecycle management.
2 Develop and implement robust operational processes and workflows to ensure seamless and efficient service delivery, with a focus on maintaining high levels of customer satisfaction.
3 Oversee the management of management information systems (MIS) to track and analyze key operational metrics, identify trends, and generate insightful reports for decision-making.
4 Utilize data analytics techniques to derive actionable insights from operational data, driving process improvements, optimizing resource allocation, and enhancing overall operational efficiency.
5 Resolve escalated queries and complaints from customers, ensuring timely and satisfactory resolutions in collaboration with cross-functional teams, such as customer support, technology, and product.
6 Develop and implement telecalling strategies to enhance customer engagement, improve retention rates, and drive revenue growth.
7 Manage the entire lifecycle of the customer, from onboarding to post-sales support, ensuring a seamless and delightful experience at every touchpoint.
8 Collaborate with internal stakeholders, including technology, product, finance, and compliance teams, to drive operational improvements, enhance product offerings, and ensure regulatory compliance.
9 Stay updated with industry trends, regulatory changes, and best practices in the payments and e-commerce sectors, leveraging this knowledge to drive operational excellence and innovation.
10 Provide leadership, mentorship, and guidance to the operations team, fostering a collaborative and high-performance work culture.
1 Proven experience of 10-16 years in operations management, preferably in payments, Banks or Credit Card organisations with a deep understanding of the industry dynamics and customer lifecycle management.
2 Strong leadership skills, with a track record of successfully managing and motivating teams of 50+ professionals.
3 Excellent analytical and problem-solving abilities, with a data-driven mindset and the capability to identify operational bottlenecks, implement improvements, and make strategic decisions.
4 Proficiency in managing management information systems (MIS) and utilizing data analytics tools to drive operational insights and improvements.
5 Thorough understanding of customer support best practices, with the ability to resolve escalated queries and ensure customer satisfaction.
6 Familiarity with relevant regulatory frameworks and compliance requirements in the payments industry.
7 Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders at all levels.
8 Proactive and results-oriented mindset, with a strong focus on operational excellence, continuous improvement, and delivering exceptional customer experiences.
9 Demonstrated ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs.
- Leadership role
- Meritocratic Culture
To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Shubham Kathuria on +91 124 452 5406
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