Senior Manager/Director/Head - Operations & Customer Experience - BFSI

Operations & Customer experience Head - Payment services vertical

Hiring for the profile of Sr. Manager/ Director Operations & Customer experience for a key BFSI client of ours which functions in the payment gateway space for small & large format organisations.

Detailed JD is as below :

- Manage processes ( 100+ people) for payment services, On-boarding, merchant relationships, chargebacks, etc

- Deliver on key metrics - Efficiency/productivity and effectiveness ( NPS, CSAT - both internal and external)

Skills/experience :

- 7-10 years of experience of managing large teams

- Strong inclinations/expertise of process improvements and re engineering

- Experience of driving quality management systems to improve effectiveness in teams/ processes

- Understanding of key levers to manage operations - trackers, delegation metrics, exceptions trackers, skill gap specific trainings, CSAT, NPS, etc

- Very strong people manager - Ability to motivate and get best delivered from teams

Note : Preference will be given to candidates who belong to Delhi NCR and have experience across a similar domain in organisations like WNS, Genpact, American Express, Citrus Pay, Mobikwik, Razorpay etc.

Should your profile match our requirements, please apply and we'd call you back asap.

Team Pinnacle