CST Operations - Junior Manager - CST
Job Summary
Job Description
As a Junior Manager in CST Operations at Paytm, you will ensure high-quality customer service, overseeing processes like bill payments, account management, and returns. Responsibilities include reviewing readiness for new product/process launches, testing processes and controls, ensuring regulatory compliance, and identifying opportunities for improvement across customer journeys. You will lead follow-up on audit/risk issues, maintain customer delight, and support digital transformation programs. Direct customer interaction for feedback and process improvement suggestions are key. The role demands expertise in service excellence frameworks and change management, along with the ability to influence departmental heads and make data-driven decisions.
Must have:
- Ensure quality customer service
- Review new product/process launches
- Test processes & controls for adherence
- Lead follow-up on audit/risk issues
- Focus on regulatory compliance
- Drive operational efficiency
- Support digital transformation
- Gather customer feedback
Good to have:
- Experience in Digital Services
- Service Excellence Framework Implementation
- Change Management
- Program Management
- End-to-end customer life cycle understanding
- Consultative problem-solving skills
Job Details
About Us:
Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.
About the team:
CST Team comprises customer service agents who help customers pay bills, review, or make changes to accounts, handle returns and answer frequently asked questions.
Expectations/ Requirements:
Ensure the quality of customer service
Review readiness for the new product / process launches
Testing processes/ controls for processes to ensure adherence
Review consistency in practices to enable uniform and seamless operations
Lead follow-up and closure of audit / risk issues
Focus on regulatory compliances
Special assignments to ensure customer delight is maintained at each LOB
Ensure high levels of operational efficiencies are achieved within reasonable costs
Support identification of defects and opportunities across customer journeys and provide recommendations for improvement
Support digital transformation and other transformation programs
Interacting with customers directly to gather feedback and leveraging their input to suggest changes in processes
Skills and Competencies:
Post Grad/MBA or any masters degree
Experience in Digital Services and First Hand expertise in Service Excellence Framework Implementation.
Change Management professional
Program Management of organization level cross functional programs
Understanding of end-to-end customer life cycle
Experience in driving customer VOC based improvement
Ability to influence Functional/ Department heads and take decisions
Consultative, problem solving background
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