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14/04 HR
HR at Pinnacle Solutions

Views:33062 Applications:2233 Rec. Actions:Recruiter Actions:49

Senior Manager/Director/Head - Operations & Customer Experience - BFSI (10-15 yrs)

Delhi/NCR Job Code: 913975

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

Women-friendly workplace:

Maternity and Paternity Benefits

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