Senior Manager /director/ Head - Operations & Customer Experience

Pinnacle Solutions
  • Delhi
  • 15-25 lakh
  • 10-15 years
  • Views
  • 18 Oct 2016

  • Finance/ Accounts

  • Internet/ ECommerce
Job Description

Senior Manager/Director/Head - Operations & Customer Experience - BFSI

Hiring for the profile of Sr. Manager/ Director Operations & Customer experience for a key BFSI client of ours which functions in the payment gateway space for small & large format organisations.

Detailed JD is as below :

- Manage processes ( 100+ people) for payment services, On-boarding, merchant relationships, chargebacks, etc

- Deliver on key metrics - Efficiency/productivity and effectiveness ( NPS, CSAT - both internal and external)

Skills/experience :

- 7-10 years of experience of managing large teams

- Strong inclinations/expertise of process improvements and re engineering

- Experience of driving quality management systems to improve effectiveness in teams/ processes

- Understanding of key levers to manage operations - trackers, delegation metrics, exceptions trackers, skill gap specific trainings, CSAT, NPS, etc

- Very strong people manager - Ability to motivate and get best delivered from teams

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Pinnacle Solutions