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26/07 Rajdeep Singh
HR at Jubilant HR Consultants

Views:289 Applications:68 Rec. Actions:Recruiter Actions:39

Team Lead - Customer Support Analytics - Digital Payments (7-15 yrs)

Mumbai Job Code: 955285

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.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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