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08/09 Ria
HR at PayMate

Views:1761 Applications:300 Rec. Actions:Recruiter Actions:32

PayMate - Operation Manager (3-7 yrs)

Mumbai Job Code: 1152277

Operation Manager


A tech-savvy and self-driven Operations Manager who drives the company & operations with innovative and analytical mindset.

Responsibilities :

Ownership of Daily Tasks

- Handling and managing all aspects of customer onboarding, reconciliation, settlements, refunds, customer service, reporting processes

- Own end-to-end accountability of failed case handling, including analysis of error codes, working with the product team and banking partners for potential fixes, and if required, communicating to customers via the customer service team

- Resolve customer complaints and providing a roadmap for permanent solutions

Proactive

- Proactively develop and implement operations strategy and operating procedures

- Identify commonly occurring issues and work on short-term and long-term solutions

- Evaluate and improve customer communication content and related infrastructure.

- Build and manage relationships with cross-functional stakeholders across customer support, Tech, Product, Business, Risk, Compliance, Legal and any third party vendors.

Automation

- Drive Process and workflow improvement through automation

- Collaborate with the product and engineering team to incorporate enhancements/changes to product and services

- Set-up automation tools using in-house resources or third party vendors

Analytics

- Analyze granular level customer data to improve customer experience

- Use external tools like Clevertap, Branch, Google Analytics, Firebase to analyze the data

- Measure and track user behavior by using trend analysis, conversion funnels,etc and raise alarm incase of any red-flags

Job Qualifications and Skill Sets (Need to have) :

- 3+ years of experience in operations, communications, or customer success

- Strong verbal & written communication, strategic planning, and project management skills

- Competency in Excel and PowerPoint for analysis & presentations

- Analytical approach + Data-Driven Thought Process + Optimization mindset

- The ability to think creatively, own things and work independently in a fast-paced environment

Plus + (Nice to have)

- Relevant experience in Operations Management, preferably from a fintech background

- Experience with Analytics platforms like Firebase, CleverTap, etc.

- Experience with communication tools like Freshdesk, Infobip, etc.

Women-friendly workplace:

Maternity and Paternity Benefits

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