Senior Program Manager - Payments - IIM/ISB/FMS/MDI/XLRI

Role introduction -

What this role is about The Sr. Program Manager - Payments will serve as a conduit between the zonal operations team, the central program team and the business teams working to drive the program agenda. The role will be based out a key location in the particular zone, in this case - Mumbai (for West Zone)

The Zonal Payments Program Manager is responsible for driving operational excellence & scaling electronic payment-on delivery initiatives. This role, based in Bangalore/ South Zone, and will partner with internal stakeholders - Operations team, central program teams, payments business teams to identify points of friction, build a business case, set requirements and advocate for customer experience improvement projects. There will be external payment partner management to drive excellence and a world class customer experience for our mutual customers.

KRAs :

The key responsibilities of the role will be - 

- Own the zonal level business goals for all Payments digitization and new services programs - while working with the central program team and zonal operations and training teams to plan the pilot, program roll-out, training, launch for all last mile agents, channels and vendors.

- Plan and execute new processes, programs, to improve the adoption of Pay as an instrument used by customers and offered by the delivery agents at the time of order delivery.

- Model and plan the right incentive and engagement structures customized by various channels to encourage and drive behavior. Monitor adoption, fraud and put in place long term mechanisms to ensure growth as per compliance and norms.

- Monitor key metrics on programs and work with Payments business and respective program teams to drive necessary action with field teams, business and leadership teams, to achieve goals.

- Identify, develop, manage, and execute analyses to uncover areas of opportunity and present written business recommendations that will help shape the direction of the business.

- Represent on weekly / monthly business reviews with both operations teams and business leadership.

- This role will require ~ 40% of travel across the base city and the zone - in this case Rajasthan, Punjab, HP, Haryana, Delhi NCR and UP.

Who we are looking for -

The ideal candidate is a motivated self-starter that can work independently in a fast paced, ambiguous environment with limited supervision. He or she will be analytical and data driven in decision making, with a demonstrated ability to drive issues to completion. The candidate must have superior verbal and written communication skills and be comfortable presenting issues to management

Basic qualifications -

- MBA from a Tier I / II school with 6-10 years of experience, Bachelor's degree in Computer Science, Mathematics, Statistics, Finance or related technical field.

- 5+ years of program and/or product management experience in fintech / telecom/ consumer goods with understanding of trade marketing and execution and dealing with a geographically vast and diverse network.

- 2+ years of field experience in the area any of the industries worked in.

- A person with excellent written and verbal communication skills. Strong change management and influencing skills; ability to negotiate and across all levels and inspire someone to jump off a cliff, if need be.

- A person with the ability to create and sustain urgency, and a proven ability to lead large cross-functional projects including communication across all levels and teams in the organization: senior leaders, stakeholder teams, ground operations teams.

- A person who can make courageous recommendations and decisions to drive significant organizational change.

- A person who can showcase judgment and decision making skills to balance customer experience with financial impact.

Preferred qualifications :

- MBA from a top tier university

- Work experience operations/ program execution in the Payments / Wallets space will be an added advantage.