Role: Customer Support - Team Lead/Manager

About the Role:

The incumbent would be responsible for handling team responding to customer queries and complaints routed through banks, nodal and regulatory bodies.

The team would also comprise of associates managing the User ID and Access management.

Responsibilities & Deliverables:

- Provide leadership, expertise, direction & guidance to team handling grievances.

- 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. Acts as a subject matter expert for key clients and displays knowledge of the product / services being offered.

- Drafting/amending internal policies, process notes, SOPs as per regulatory guidelines and submission to management for approvals.

- Accountable for achievement of business process SLAs for grievance redressal.

- Planning headcount requirement work with HR to recruit, train & develop staff.

- Quality audits- and to ensure training needs are identified and addressed.

- Maximize agent productivity and efficiency.

- Monitor and maintain high level of quality, accuracy, process, agent and unit productivity and process dashboards/ MISs for reportings.

- Manage day-to-day operations of the unit as per defined processes and ensure adherence to audit & regulatory guidelines.

- Work with partners/ clients to deliver service quality and adherence of SLAs.

- Analysis of complaints - Responsible for conducting root cause analysis of complaints and review meetings with Support team and Management Team leading to process improvements, automations which will reduce TAT / enhance productivity and simplify processes. Work closely with Business, Service Delivery, Product & Technical Team to identify process improvement areas and implementation thereof.

- Creation & updation of knowledge repository.

- Responsible for drafting SMS, Email scripts and templates.

- Analyse fraud trends and closely co-ordinate with merchants / banks / entities for adequate measures to control frauds and mitigate loss.

- Responsible for resolving all grievances, high end escalations and complaints from regulatory bodies and legal entities.

- Co-coordinating internally for the NPCI & RBI Internal Audit requirements for BBPS & PAPG and ensuring that the evidences, data and other documents are validated and compliant. Represent the Customer Support function during internal or regulatory audits- to ensure processes, SOPs, documentation, dashboard / data is maintained to facilitate audits.

- Constantly evaluate, identify & collaborate to implement the best approach for processes to deliver a great customer experience, define and refine data requirements and definitions for Key Performance Indicators (KPIs); develop and automate various reports for various servicing channels & payment methods.

- Develop a culture of customer experience enhancement and accountability, striving for nothing less than 100% customer satisfaction

- Create internal processes and/or process improvements to enhance the functioning of the Customer Success team; identify, evaluate and recommend new tools to streamline workflows.

Experience

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

- Bachelors degree

- Preferred banking services or digital payments background

Skills

- Regulatory guidelines good understanding of subject specific RBI, NPCI guidelines.

- Excellent inter personal skills ability to partner with different level of the organization to achieve deliverables.

- Analytical skills.

- Ability to meet deadlines and prioritize deliverables.

- Exceptional problem-solving skills.

- Excellent written & verbal communication skills-fluency in English.

- Proficiency in Microsoft Suite.

- Strong in managing processes and eye for details.

Location- Mumbai

Reporting Head PAPG Ops