Innoviti Payment Solutions - Assistant Vice President - Business Assurance

Job Title: Assistant Vice President - Business Assurance

Location: Bangalore

Experience: 15+ years

About us:

Innoviti Technologies Pvt. Ltd. (https://innoviti.com) is Indias largest Payments-based Retail SaaS platform for enterprise brands and their SME channel partners. Using our software tools, businesses can not only accept payments, but also unlock new efficiencies in sales, operations, and financial management, left untapped by traditional retail and payments software.

Our vision is to help individuals lead a better life by making better purchase decisions. And our mission is to be a part of every purchase decision happening in India.

Innoviti does this by crafting payments-based SaaS tools that bolt-on to retail software systems to unlock new and unique functionalities. Businesses benefit by:

a) Making better choices on business initiatives by benchmarking their performance with others.

b) Improve ROI on growth initiatives by 9X by collaborating with other non-compete brands interested in targeting their customers.

c) Make quicker fail or scale decisions by accurately attributing the initiative to its outcome.

Innoviti has a market share of >50% in the exclusive brand stores of enterprise retailers, managing over Rs. 75,000 Cr. of annual purchases from over 2000+ cities in India. Reliance, Landmark Group, Shoppers Stop, Pantaloons, Hamleys, Van Heusen, Louise Phillipe, Madura Garments, and several others.

Bessemer Venture Partners, USA, FMO, Netherlands, Catamaran Ventures, Panthera Growth Partners, Singapore, and Alumni Ventures are investors in the company. The company is the recipient of the Great Places to Work certification for two years in a row, improving its score from 70 to 85 in one year. The company is also the recipient of the MasterCard Innovation Award, Deloitte Fast 50 Award and Design Excellence Award from Business World.

Innoviti cultural values are that of urgency, quality, self-management, risk-taking and curiosity. We hire people who align strongly with these values and provide an environment where they can demonstrate the same, furthering their career goals.

The company aims to multiple its revenue 6x in the next 4 years and then go for an IPO in India. The company is looking for talented individuals who align with the companys culture and are driven to make a difference to the company and to themselves.

The company maintains an active ESOP policy with constant liquidity being organized for employees. A transparent policy is put in place that rewards role, tenure, and performance at regular intervals.

Would you like to join this journey?

Job description:

Reporting To : President

Location : Bangalore

Overview:

- In order to support the growth plans, Innoviti is looking to bring on board a Head Of Operations for the large, mid-size and small retailers. Primary focus has to be retention of revenue and prevention of competition entry into customers by strengthening customer interface, deliver world class service levels and build customer advocacy.

- Getting Innoviti terminals dispatched to regional warehouses, deployed in retail outlets and e-commerce sites across PAN India and running 24-7 support (tele-support and tech. support teams) to make sure we dont lose single transaction to competitor.

Key OKRs:

- Increase Gross Transaction Volume (GTV) per retail outlet.

- Reduce operational cost by eliminating frequent issues.

Duties/ Activities/ Interactions:

- Understand the underlying levers of Innovitis business and the impact operations makes on those to arrive at a plan for meeting the business goals of the company.

- Develop a risk framework for the operations team and monitor and mitigate risk.

- Develop operational OKRs and targets for each and every individual in the operations team aligned with the companys OKRs.

- Hire, mentor and coach team members to independently and responsibly drive OKRs.

- Run day-to-day supply chain and customer operations including reviews, escalation management, performance management for supply chain, call centre support and tech support.

- Reduce support cost by interacting with engg. team or hardware vendor to improve frequent software issues or hardware issues.

- Proactive communication to customer (HO and outlet level) about status of open issues to reduce their anxiety.

- Make sure customers stay engaged till the issues are eliminated.

- Stay active 24-7 (including week offs and holidays) to make sure team is on track for issues resolutions and target achievements.

- Travel 5 days in a month across India and meet Head of Operations of retailers to review support metrics.

- Improve operational processes and performance to meet expectations of customers.

- Deliver best-in-class customer experiences under the 'Serve to Sell' philosophy, with a keen focus on continually identifying opportunities for business growth and enhanced retention through innovations in people, processes, and technology.

- Ensure a hassle-free onboarding experience with effective handholding of newly acquired customers for prioritized treatment and stickiness during the first three months.

Capabilities:

- Handling operations for large retailers present PAN India to single show owners, in a thin margin competitive market.

- Expert in process improvement and data-based performance assessment.

- Experience in supply chain management, including inventory, manufacturing, and warehousing.

- An enriched perspective is desirable e.g. cross-functional business exposure, Internet business exposure, etc.

- Demonstrated ability of moving deep into issues to guide team into solving them, and extracting oneself rapidly to focus on the larger picture.

- Demonstrated ability of managing tough customer interactions caused by operational lapses, and building back customer trust through redressal of those.

- Demonstrated ability of non-tolerance to ethical or performance issues in the team.

Values/Drivers:

- Urgency towards business, hard work, higher aspirations, passion towards excellence, self management, and curiosity.

Profile:

- B.E./B.Tech/M.E./M.Tech/MBA from reputed er 1 or er 2 colleges only.

- Proven track record of 10 years+ of running B2B operations in Retail industry in a leadership position.

- At least 5 years in a position reporting to the COO or #3 in the organization.

- A record of creation and growth of relationships with top management in large organizations would be critical.

Compensation/Value:

The position will be remunerated with a fixed pay as per industry standards, a performance linked pay and stock options linked to performance and loyalty with the company. This job will provide the individual with an opportunity to help build what we believe will one of Indias finest payments-based retail SaaS businesses. Helping Innoviti deliver to its potential will provide an opportunity to the individual to be recognized as one of the members that made it happen.

Personality:

The ideal person for this role would be someone who loves the challenge of an entrepreneurial environment, who has high ownership to be available 24x7 for our customers, who is able to deal with complexity and rapid change and who has large dreams to be part of interesting journey. The person would 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. Excellent communication skills with an ability to manage crucial conversations with senior stakeholders. Retail industry demands Ill do it now instead of tomorrow attitude. Please be prepared for interesting journey if you want to grow fast with no age barriers.