Job Description

Leadership role Meritocratic Culture Lead and manage the operations team, consisting of 50+ professionals, across multiple functions, including MIS, data analytics, customer experience, onboarding, query resolutions, telecalling, and customer lifecycle management. Develop and implement robust operational processes and workflows to ensure seamless and efficient service delivery, with a focus on maintaining high levels of customer satisfaction. Oversee the management of management information systems (MIS) to track and analyze key operational metrics, identify trends, and generate insightful reports for decision-making. Utilize data analytics techniques to derive actionable insights from operational data, driving process improvements, optimizing resource allocation, and enhancing overall operational efficiency. Resolve escalated queries and complaints from customers, ensuring timely and satisfactory resolutions in collaboration with cross-functional teams, such as customer support, technology, and product. Develop and implement telecalling strategies to enhance customer engagement, improve retention rates, and drive revenue growth. Manage the entire lifecycle of the customer, from onboarding to post-sales support, ensuring a seamless and delightful experience at every touchpoint. Collaborate with internal stakeholders, including technology, product, finance, and compliance teams, to drive operational improvements, enhance product offerings, and ensure regulatory compliance. Stay updated with industry trends, regulatory changes, and best practices in the payments and e-commerce sectors, leveraging this knowledge to drive operational excellence and innovation. Provide leadership, mentorship, and guidance to the operations team, fostering a collaborative and high-performance work culture. The Successful Applicant Proven experience of 10-16 years in operations management, preferably in payments, Banks or Credit Card organisations with a deep understanding of the industry dynamics and customer lifecycle management. Strong leadership skills, with a track record of successfully managing and motivating teams of 50+ professionals. Excellent analytical and problem-solving abilities, with a data-driven mindset and the capability to identify operational bottlenecks, implement improvements, and make strategic decisions. Proficiency in managing management information systems (MIS) and utilizing data analytics tools to drive operational insights and improvements. Thorough understanding of customer support best practices, with the ability to resolve escalated queries and ensure customer satisfaction. Familiarity with relevant regulatory frameworks and compliance requirements in the payments industry. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders at all levels. Proactive and results-oriented mindset, with a strong focus on operational excellence, continuous improvement, and delivering exceptional customer experiences. Demonstrated ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs. What\'s on Offer Leadership role Meritocratic Culture

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