Lead - Payments -/Senior Lead - Payments - Ops & Service

Job Description

* Duties and Responsibilities - 1. Project planning and reporting 2. Identify improvement projects and external changes related projects 3. Generate ideas for improvement projects 4. Assist in overall preparation of overall project plan for execution of projects and prioritize projects based on requirements 5. Prepare monthly updates and reports on project status and progress to be shared with Supervisor and Head of Operations seek inputs on course correction 6. Project management 7. Review the project plans prepared by the team and provide inputs on enhancing effectiveness 8. Review achievement of project milestones adherence to timelines etc.; Resolve issues roadblocks and escalations to ensure delivery as per desired objectives 9. Engage with business stakeholders/ Operations to provide status update on projects 10. Process management 11. Overseeing and establishing a best-in-class operations model for reporting and Merchant support 12. Responsible for overall support post onboarding for all merchant enrolment UPI/PPI transaction and drive service SLAs with partners. 13. Managing call centre setup at Outsourced partner location including IVR Emails & ChatBots etc. 14. Manage different types of merchant queries and providing resolutions within TAT 15. Manage all the Chargeback and Dispute cases within stipuled time. 16. Co-ordinate development and ensuring user testing 17. Co-ordination with IT and business team for any issue 18. Overseeing the establishing KPIs across all channels and products and identifying opportunities/risks based on financial analysis 19. Coordinate with Stakeholders to address any queries and escalations; drive resolution. 4. MAJOR CHALLENGES (Challenges faced on an on-going basis in carrying out the job) Changes in Regulatory and legal requirement as this impacts the projects decision / changes to be made to the processes. 5. DECISIONS (Key decisions taken by job holder at his/her end) Following decisions are taken by the role: Work with IT and business to implement all the projects Drive process changes to improve efficiency of transactions with minimal cost impact 6. INTERACTIONS (Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job) Internal Clients Roles you need to interact with inside the organization to enable success in your day to day work Business team: Share updates on deviations on milestones timelines feasibility etc. Legal & Compliance: To understand legal & compliance implications of the changes in processes IT teams: Resolve escalations related to deviations in timelines delivery etc. Finance Team: To address issues in merchant payments & reconciliation External Clients Roles you need to interact with outside the organization to enable success in your day to day work Partner - PG: To resolve all day to day issues across transactions and payments Vendors: TCS & HGS for trans * Duties and Responsibilities - External Clients Roles you need to interact with outside the organization to enable success in your day to day work Partner - PG: To resolve all day to day issues across transactions and payments Vendors: TCS & HGS for transaction processing 7. DIMENSIONS (Key numerical data which will reflect the scope and scale of activities concerning this job) Financial Dimensions (These should be quantifiable numerical amounts for FY 20) Reach greater than 1.0 lacs cards with lesser resources and faster TAT. Other Dimensions (Significant volume dimensions associated with the job) Total Team Size: 2 Number of Direct Reports: 2 Number of Outsourced employees: 40 Number of projects: 6-7 annually Project duration: 1 - 6 months (some upto 1 year) , * SKILLS AND KNOWLEDGE (Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent) Educational Qualifications a) Qualifications MBA / Graduate Detailed Process knowledge Strong IT bent of mind b) Work Experience Minimum 6 7 years of experience in financial industry Strong project management and stakeholder management skills Strong lending domain and process understanding Understanding of lending systems (LMS, CRM, Salesforce , Montran etc. basis the role) Prior experience in Credit card preferred

Keyskills :
management skillsproject plansproject planningfinancial analysisproject managementautomationprocess managementexternal clientstransaction processingcall center