Unit Manager - Payments - Ops & Service/Senior Unit Manager - Payments - Ops & Service

Location Name: Pune Corporate Office - Mantri

Job Purpose

Bajaj Finance Limited is a new entrant in the Payments space, and we are seeking a highly motivated and talented individual to join our Customer Service team. You will be responsible for ensuring that our customer experience aligns with our business objectives. You will play a critical role in evaluating all new products and services from the customer's point-of-view and providing feedback. You will be working hand-in-hand with cross-functional teams to identify and implement process improvements for enhancing the overall experience of the customer.

Duties And Responsibilities

Process management

•  Evaluate all new products and services from the customer's perspective and provide feedback to the Business team.
•  Identify areas for improvement in service delivery, processes, and policies and recommend solutions to the Business team.
•  Collaborate with the Business team to ensure that the customer experience is aligned with the company's objectives.
•  Conduct regular performance evaluations of service delivery and provide recommendations for improvement.
•  Analyze customer feedback to identify trends and provide insights to the Business team.
•  Ensure adherence to regulatory guidelines and internal policies and procedures.
  
  
  

Key Decisions / Dimensions

Following Decisions Are Taken By The Role

 Deciding on the overall strategy for developing and enhancing customer service apps and products, including prioritization, roadmap planning, and resource allocation.

 Evaluating and selecting appropriate technologies for CRM, IVR, Knowledge Base, Chat Bots, RPA Bot, and other relevant systems, and managing their integration with existing systems or third-party solutions

 Feature and functionality prioritization: Determining which features and functionalities should be included or enhanced in customer service apps and products based on customer needs, business requirements, market trends, and feasibility.

 Deciding on testing methodologies, quality assurance processes, and standards to ensure the reliability, performance, and security of customer service apps and products.

 Planning and implementing strategies for managing change, including user adoption, training, and communication plans, during the deployment.

 Selecting and managing relationships with external vendors or partners for app or product development, integration, or other relevant services.

Major Challenges

 Collaborating with multiple stakeholders across departments with differing priorities and perspectives.

 Conducting market research to identify improvement opportunities in the field of customer experience.

 Customers in the Payments industry have high expectations regarding service quality, speed, and security. They must ensure that these expectations are met and exceeded, while balancing the demands of the business team and available resources.

 Time and resource management, balancing priorities, deadlines, and optimizing resources.

 The Payments industry is constantly evolving, and new products, services, and technologies are being introduced regularly. They must stay up-to-date with the latest industry trends and be able to incorporate these into the company's customer service strategy.

 Ensuring data security and compliance with relevant regulations during app and product development.

Required Qualifications And Experience

•  Qualifications
  
  
  

 Bachelor’s Degree

 Understanding of Payments industry in India

•  Work Experience
  
  
  

 Minimum 2 – 4 years of experience in Customer Service domain preferably in the Payments industry

 Excellent interpersonal, communication, and problem-solving skills.

 Strong knowledge of PPI, BBPS, and UPI.

 Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.

 Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders at various levels of the organization.

 Ability to adapt to changing technologies and trends in the customer service.