About Us:

Paytm is Indias 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 team:

The requirement is in the Merchant Helpdesk (MHD) team. MHD is responsible for creating a unique customer experience for Paytm Merchants with optimized operational processes guided by data analytics.
About the role:

1. Working on reports, dashboards and automation to provide visibility to of MHD health to all
stakeholders
2. Analyzing and preparing data for leadership presentation which should help in taking informed
decisions.
Expectations/ Requirements:

1. Should have a hands-on experience in process design, implementation and tracking through regular MIS in a complex manufacturing / service organization
2. Should have understanding of data to identify the pain points, create corrective course of actions and deploy it with the Ops team wit proper training and driving the improvement through process control
3. Track the performance of the process through multiple communication channels, take corrective actions in all channels to improve merchant experience and measuring NPS and C-SAT.
4. Creative and dedicated individual who will fit with our collaborative culture.
5. Cohesively work with a lot of people, across functions and teams every day.
6. Coordinate with other departments for compatibility of all aspects of each project.
7. Develop comprehensive project plans along with key stakeholders
8. Program manage initiatives that are driven centrally for Technology improvements
9. Track Program/Project performance, specifically to analyze the successful completion of short- and long-term goals
10. Engage with various Business & Technology Teams within Paytm to identify common bottlenecks especially on technology front
11. Enable and encourage use of common services to increase the speed of development and execution
12. Smart thinking and clear communication
13. Use and continually develop leadership skills
Superpowers/ Skills that will help you succeed in this role
1. High level of drive, initiative and self-motivation
2. Ability to take internal and external stakeholders along
3. Understanding of Technology and User Experience
4. Love for simplifying
5. Growth Mindset
6. Willingness to experiment and improve continuously
Education:

MBA from top tier College is preferred & Six sigma is an addition.
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 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. Indias largest digital lending story is brewing here. Its your opportunity to be a part of thestory!