Innoviti Payment Solutions - Senior Service Assurance Manager/Service Assurance Manager

Job Designation: Senior Service Assurance Manager / Service Assurance Manager

Company Information:

Innoviti Payment Solutions (Innoviti) started its payments business in 2008. It quickly established itself as a pioneer on innovation and leader of execution in the payments space. Processing over 3B$ worth of payments annually from 700+ cities in India, the company has grown at a CAGR of 50+% over the past 3 years. Marquee brands such as such as Reliance Retail, Landmark Group, Indigo, Inox, PVR, Titan, Walmart and others.

With marquee investors - The Titan Company, Catamaran Ventures, Bessemer Venture Partners and SBI-FMO, the company is well capitalized to drive its vision.

Our vision is to reduce the cost of accessing money for everyone. This will help fuel economic growth in a small way. Our mission is to organize the flow of money to do this.

The company has created a payments platform that helps in doing this. This platform has a unique ability to add intelligence to traditional payment channels helping businesses reduce cost and enhance sales. Four kinds of businesses get attracted to use these channels.

a) Merchants who want insights into customer payments for better control and reduced payment back-office operations.

b) Brands who want to drive preference for their products through lower cost and better controlled promotions at these merchants.

c) Financial service providers such as payment entities, wallets, employee benefit cards, who want to drive preference for their payment instrument.

d) Banks and lenders who want to get access to customers at these merchants to offer them loans at a lower risk and cost than other channels.

Innoviti is addressing these customers through two key propositions - a) uniPAY Next - a set of consumer payment and lending services and b) smelending.com - a set of short-term working capital services for small businesses.

Over the past two years the company has invested heavily in building up the platform. It is now ready to disrupt the business by changing the way payments platforms add value and attract and onboard customers. It would do this by:

a) Making the platform open to onboard customers easily,

b) Changing distribution models to reach 100X customers, and

c) Allowing more intelligence to the channels.

To drive this roadmap the company is looking for talent who are ready to do what no payments platform has done before and what every payment platform will do thereafter.

Would you like to join this journey?

Job Designation: Senior Service Assurance Manager

Location: Bangalore, Mumbai

Reporting to: VP Service Assurance Manager

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.

5. Manage and augment relevant teams required to meet the performance, such as field support, L1, L2 support teams including call center.

6. Mentor the team, Set the performance targets for teams, track and monitor the same.

7. Constantly work on improving processes to reduce the cost of service assurance.

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

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

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

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

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

13. 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.

14. Provide leadership to the team in areas of 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 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.