Manager - Payments - Ops & Service

Job Purpose

“This position is open with Bajaj Finance ltd.”

BFL is building a Payment Services App for Merchants. The Objective of the individual is to deliver on resolving Merchant Service Queries and Complaints within the SLA through Partner Service Desk and deliver the KPI of Payment Services.

The individual/team is responsible for Process Innovations and Automations.

Duties And Responsibilities

•  PRINCIPAL ACCOUNTABILITIES
  
  
  

(Accountabilities associated with the job)

•  Partner Management
  
  
  

 Manage partner operations for the EDC Inventory issues and deliver on resolving EDC Service Queries/Requests/Complaints.

 Ensure Quality adherence and work on Quality Performance management with focus on Outliers and Defect reductions.

 Analyzing and providing resolutions on the device/inventory management.

 Co-ordinating with the vendors for the device related issues and ensuring timely resolution to those.

•  Automations
  
  
  

 Keep self-abreast with business developments and trends in inventory management/issues. Deliver on process improvements by utilizing/recommending new technologies/ platforms for improved Service.

 Exposure to Self help modules to replace manual interventions.

•  Back Up Scalability and Cross Skilling
  
  
  

 Engage with relevant stakeholders in the team and be a backup of assigned tasks /streams.

 Support the implementation of BFL execution plan within defined timelines across the teams.

•  Operational Governance - Process Reviews
  
  
  

 Act as owner of the process SOP’s and review for efficiencies.

 Recommend streamlines and best Industry practices for improved EDC Inventory Service.

 Present reviews on weekly/monthly basis to review performance, identify challenges faced and provide resolution support.

•  MAJOR CHALLENGES
  
  
  

(Challenges faced on an on-going basis in carrying out the job)

 Owing to the dynamic nature of business, getting professionally trained/ experienced talent with background of Payment/Banking industry is critical to drive success of the project.

•   DECISIONS
  
  
  

(Key decisions taken by job holder at his/her end)

Following Decisions Are Taken By The Role

 Decisions regarding Partner Performance and Governance.

 Process changes and improvements and Automations in discussion with senior management.

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 users: To understand the field requirements, explore & drive resolutions as per the SOP.

 Legal: For compliance related concerns

 IT: Automations and Performance issues of the systems/applications.

 Finance: For billing of invoices

External Clients

Roles you need to interact with outside the organization to enable success in your day to day work 

 Vendors: Partner Governance.

•   DIMENSIONS
  
  
  

(Key numerical data which will reflect the scope and scale of activities concerning this job)

Financial Dimensions (FY 20)

(These should be quantifiable numerical amounts)

 NA

Other Dimensions (FY 20)

(Significant volume dimensions associated with the job)

 Total Team Size: NA

 Number of Direct Reports: NA

 Number of Outsourced employees: TBA

Required Qualifications And Experience

•  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

•  Qualifications
  
  
  

 Graduation & MBA

•  Work Experience
  
  
  

 Minimum X years of experience in EDC Service Operations of Payment/Banking Industry.

 Should have industry knowledge depth and fitment to culture.

 Experience in managing vendors and Queries/Requests/Complaints, preferably of Device/inventory related.

 Knowledge of latest technologies in Payment Industry.

 Sound understanding of business processes.