Manager- Capability Building

You can become a part of ...

... a truly aspirational brand, one of India's fastest growing fintech companies that offers a range of financial services & products for merchants, kirana store owners and end consumers. Valued at over $2.8 Bn within a short span of 3+ years, we focus on empowering small business owners and retailers with business ranging from QR & PoS payments to easy loans to high-yield investment products which in turn enables them to grow and transform. We understand that business and

culture are two sides of the same coin. So, alongside business, we are equally focused on building a culture where employees succeed unconditionally.

We believe we are in an ever-evolving space with immense opportunity to build for Bharat! Our people will enable this journey with their ideas, innovations and capabilities. We value diversity, where we encourage different points of view, ways of thinking, new capabilities to strengthen and improve the lives of our customers. And that is not all, we have a lot of fun while we explore new ideas, solve real problems, collaborate, connect and we do it all together.

Connect with us oversocial media, coffee or call. We promise to excite you with an opportunity that will change the game!

In this role, you have the opportunity to ...

Be a part of the team building the definitive financial services platform for the consumer community in India.

Be responsible for developing & growing one of the first successful implementations of lending based on velocity-led underwriting in this part of the world.

To straddle zero-to-one experiments and expanding the scope of proven projects as we focus on blitz scaling our revenue growth.

Responsibilities will include ...

Functional Expertise

Responsible for resolving customer issues at customer and product level both

Responsible for process improvements and innovation to create business benefit, increase customer satisfaction

Support inbound call center, field and calling team in getting the customer issues resolved within specified TAT

To drive effective usage of Debt Collections Platform.

Identify operational improvement opportunities to enhance the Debt Collections Platform.

Timely and effective communication with internal departments for issue resolution

Interaction

Collaborate and consult with members of the business execution team to drive strategy

Work closely with Internal teams and ensure to resolve the customer issues received in minimum TAT.

Coordination with Product and Tech team to resolve the issues from its core.

Problem solving

Perform assessment through fact findings approaches to solving complex issues.

Take ownership of the inquiry / dispute and be able to diagnose customer issue and resolve to deepen relationship and achieve highest level of customer satisfaction.

To succeed in the role

Impact

Capability Building to support Collections and Risk Team

Challenges & Decisions

Ensure to support Collection and Risk Team to develop new requirements to

support customers

Working in a highly fast paced, challenging & competitive landscape.

Qualification & Experience (type & industry)

Graduate or Post-Graduate

5-7 years of experience in process development or program manager

Skills & know-how

Problem solving and decision-making skills

Strong in follow ups

Good understanding of the complex issues

Tech savvy

Behaviors

A curious mind and a mastery over understanding the product deeply

Strong execution capabilities and rigor you are not afraid to get your hands dirty, are detail oriented and stay on top of things to ensure you deliver consistently