Job Description

Paytm is India\'s leading digital payments and financial services company, which is focused on driving consumers and merchants to its platform by offering them a variety of payment use cases. Paytm provides consumers with services like utility payments and money transfers, while empowering them to pay via Paytm Payment Instruments (PPI) like Paytm Wallet, Paytm UPI, Paytm Payments Bank Netbanking, Paytm FASTag and Paytm Postpaid - Buy Now, Pay Later. To merchants, Paytm offers acquiring devices like Soundbox, EDC, QR and Payment Gateway where payment aggregation is done through PPI and also other banks\' financial instruments. To further enhance merchants\' business, Paytm offers merchants commerce services through advertising and Paytm Mini app store. Operating on this platform leverage, the company then offers credit services such as merchant loans, personal loans and BNPL, sourced by its financial partners.

About the role:

The Process Excellence / Quality Management is responsible for developing and implementing process improvement initiatives across the assigned function (Lending business/ Payment process, etc.) in a technology driven environment (FinTech), within the organization. The ideal candidate will have a strong understanding of Six Sigma or equivalent certification, as well as 15 years of experience in the banking/service industry with atleast 5 years in process/ quality management role.

About the Team:

The Operations department is responsible for the operational processes related to lending and other businesses in Paytm. This includes tasks such as:

• Steering processes related to loan applications and contract management

• Invoicing and payment processing

• Monitoring transaction flow and managing exceptions.

• Drive operational efficiency and quality assurance.

• Process standardization and driving efficiencies.

• Ensuring proper controls and four eye check across all critical processes.

• Reporting and analytics

The Operations department plays a vital role in ensuring that the lending and payment processes run smoothly and efficiently.

Expectations/ Requirements:

1. Responsible as disciplinary lead for Process and Quality Management team.

2. Responsible for establishing and leading a Quality Management program (inclusive of Customer Satisfaction) to achieve the strategy of becoming a customer (internal and external) centric operation delivering fast and efficient customer services.

3. Drive strategic development and execution of process improvement/quality management and change management across different functions.

4. Responsible for the strategic set-up and establishment of a local Process Management and Quality function and to drive process orientation / standardization across the company.

5. Modify internal processes, with the aim of the efficiency and effectiveness and in compliance with internal and statutory regulations and guidelines.

6. Responsible for efficiency initiative program management (aligned to AOP).

7. Coordination different functional teams (Technology, Product, Business, etc.) for implementing efficiency and standardization related changes in organization.

8. Responsible for steering system enhancements derived from process improvement initiatives including testing and implementation of system related changes as business representation.

9. Lead / support / coaching of major change management initiatives as defined by management.

10. Drive metric identification and target setting processes, in alignment with department/ company AOP.

11. Steer action plans with clear accountability to close performance gaps.

12. Conduct trainings related to process improvement tools and methods (i.e. Lean Six Sigma, etc.).

Superpowers/ Skills that will help you succeed in this role:

1. 15 years of experience in the banking/service industry.

2. Six Sigma or equivalent certification - Strong understanding of process improvement methodologies.

3. Excellent analytical, organizational, and problem-solving skills.

4. Good communication and interpersonal skills.

5. Ability to work independently and as part of a team.

6. Ability to travel as needed.

Why join us:

1. A collaborative output driven program that brings cohesiveness across businesses through technology

2. Improve the average revenue per use by increasing the cross-sell opportunities

3. A solid 360-degree feedback from your peer teams on your support of their goals

4. Respect, that is earned, not demanded from your peers and manager

Compensation:

If you are the right fit, we believe in creating wealth for you

With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants - and we are committed to it. India\'s largest digital lending story is brewing here. It\'s your opportunity to be a part of the story!

Paytm