Team Lead - Customer Support Analytics - Digital Payments

Our Client:

Our Client is a front runner of the digital payments revolution in India, creating Internet-based payments products that enable consumers to make payments online in a frictionless manner. A product and service of over 10 years of market leadership, our client provides a single versatile, scalable payments platform for enterprise-wide electronic payments and collections, related reconciliation and settlement operations, across multiple delivery channels and using a wide range of payment methods.

About the role:

The incumbent would be responsible for data analysis to derive inferences and information that can be utilized to make process decisions /actions. Also that data is maintained as per audit and regulatory guidelines/expectations. This would entail acquiring data from various sources, creating reports on a regular basis, correcting any reporting issues, and ensuring that data remains error-free and organized. Presentation of the inferences in PowerPoint or other methodology to internal teams and Management.

Responsibilities & Deliverables:

- Cross functional and intra functional liaising for data gathering

- Analysis of data - customer grievances- QRC (Query, Request, Complaint), frauds and chargebacks to discover insights, identify merchant trends and identify process improvement opportunities for business decision/ action.

- Lead efforts to streamline and standardize reporting

- Ensure accuracy of data inputs and analysis

- Calculating and tracking response and resolution metrics from dashboard data

- Examine, interpret and report results of analytical initiatives to stakeholders in leadership and other relevant teams.

- Prepare and Publish Key MIS that will drive desired results

- Identifying trends & providing insights on key focus areas

- Ensuring regulatory guidelines are met for data reporting and data is validated as per the same within agreed timelines.

- Develop smart data dashboards and reports around customer grievances, internal process metrics.

- Identify trends, and report to leadership and management teams.

- Collaborate with stakeholders for actions/ process enhancements thereof.

- Maintaining Quality Audit reports for Support staff and to ensure KPI's and parameters are updated as per business review from time to time.

- Report agent productivity data and efficiency

- Develop & automate reports for data reporting as per service channel & payment methods.

Qualifications:

- Bachelor's Degree

- 7+ years- experience in Digital payments, Customer Support & back office operations

Candidate must have:

- Good knowledge of digital payment modes - Bharat Bill Payment System (BBPS) and card payment industry vis-a-vis UPI, QR, Credit /Debit cards, Wallets etc.

- Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS, etc.)

- Good inter personal skills with the ability to partner inter departmentally.

- Adept at queries, report writing, and presenting findings

- Ability to meet deadlines and prioritize deliverables

- Good written & verbal communication skills-fluency in English

- Proficiency in Microsoft Suite (+PowerPoint) or any other data visualization tools

- Very strong analytical and problem solving skills and eye for details.