Job Designation: AVP - Production and Service Assurance

Company Information :

- Innoviti Payment Solutions (Innoviti) started its payments business in 2008 and established itself as a pioneer in the use of technology to help businesses across the retail supply chain to better organize the flow of money in their operating cycle.

- Innoviti's aim is to fuel India's growth by helping drive a cashless economy. Using its indigenous developed technology and constant innovation, it has delivered differentiated solutions for payments automation, consumer credit distribution and SME lending that have become a benchmark in their respective markets.

- Using Innoviti's payment automation and SME Lending platform, merchants can offer multiple flexible payment mechanisms (credit/debit cards, mobile-Wallets, UPI-app based payments, Meal & Loyalty Cards etc.) to their end customers, as well as get an access to cost - efficient working capital loans for their inventory purchases. Thus, by helping merchants to optimize the efficiency of money flow across their entire business cycle, Innoviti helps them to both save costs as well as boost sales.

- Leading customers such as Reliance Retail, Lifestyle, Yatra, Indigo, Inox, Tanishq, BPCL, WalMart are using Innoviti's products. With a client base of over 30,000+ retail merchant partners, Innoviti's uniPAY NEXT omni-channel payment automation platform processes over US$ 3 Billion of digital payment transactions annually including US$200Mn of consumer credit disbursement. Innoviti's smelending.com platform is among the largest automated digital lending platforms for SMEs in South & Southeast Asia, having disbursed nearly US$ 500 million in working capital loans to small businesses since inception.

- The company has won Deloitte Asia Pacific award three years in a row and Red Herring Asia award twice. Innoviti is backed by marquee investors such as Titan, Catamaran Ventures, SBI-FMO Fund (Singapore), Bessemer Venture Partners and NIIC, Canada.

- Innoviti's vision of organizing the flow of money across the supply chain is a game changer in the world of payments. This vision will lead to creating of an industry akin to the ERP industry that led to organizing the flow of goods.

- Innoviti's proven track record of having systematically deliver to this strategy as shown by its rapid growth and product innovation is testimony of the leadership it demonstrates in this market. 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 Designation: AVP - Production and Service Assurance

Location: Bangalore

Reporting to: VP Service Assurance

Responsibilities:

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

Duties :

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

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

3. 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.

4. Develop KPIs for measuring the service assurance performance. Move service assurance from curative to preventive through real-time monitoring of issues in system and their proactive resolution.

5. Manage and augment relevant teams required to meet the performance, such as, back-end systems configuration, taking the remote sites live, field support, L1, L2 support teams including call center and tracking of hardware available in field.

6. Understand the current production line to take a customer live. Understand friction points in the same and work on automating it or removing it through training.

7. Work on reducing time-to-go-live to reduce the time required to realize revenue.

8. Mentor the team, set the performance targets for teams, track and monitor the same.

9. Constantly work on improving processes to reduce the cost of service assurance and production.

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

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

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

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

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

15. 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.

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

Skills and Qualifications:

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

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

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

4. 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.

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