About the role

About Plutus
“Nearly 50% of banks do not upgrade old IT systems as soon as they should, and 43% of US banks still use COBOL, a programming language dating from 1959 ...and extra layers embedded on top of it are causing outage” - UK FCA in its annual report.
In other words, banking systems are outdated and cannot be easily modernized.
Fintech have responded enthusiastically to address this problem and in India alone there are over 2,000 fintechs and neo banks currently. Each of them is looking to provide value-added services through a tech-driven approach. However, in each case, the fintech or neo bank partners with a licensed bank for core services like savings or loan accounts which are delivered through the same legacy systems and hence are constrained themselves.
Enter Plutus.Plutus is a strategic partnership between Zeta and a top 3 Indian private sector bank with the mission to build a digital bank completely from scratch. Plutus will serve the bank’s 25 mn+ consumers and drive growth to double the base to 50 Mn+ in the next 5 years. To achieve this, we’ve reimagined banking completely from the ground up.
Plutus uses Zeta’s Tachyon, a cloud-native, integrated modern core banking, processing and payments SaaS platform. Plutus is a digital led bank and payments offering initially targeted towards India’s gen X, Y, Z and millennial audiences.
With a customer-first philosophy, fortnightly releases and a modern intuitive mobile app, we are building an experience that will revolutionize banking in India. Join us to re-define this age-old industry.
About the teamThe Plutus core team is organized as a multi-functional lean team of A players from Product, Engineering, Marketing, Growth Hacking, Design and UX, supported by an exceptional Support and Operations teams.What is the job like ?

Champion opportunities to consistently improve customer experience at Zeta for its clients.

Drive customer retention, reduce churn and increase customer satisfaction

Lead a high performance team of customer support representatives.

Build a reward and recognition program for the support teams Create programs that rewards performers, coaching and development plan for non - performers

Meet CS and agent metric targets consistently.

Collaborate with extended teams to meet team performance metrics, egT&Q , WFM

Collaborate with external teams (Client) to build a framework for customer support organisation

Create a strong feedback mechanism by being the bridge between front end support team and extended CS teams

Develop and manage the CS team that thrives on the ideals of a GPTW organisation

Imbibe the culture and values of the organisation

Meet agent metrics as per targets,create glide path with plan as applicable

Ensure hygiene metrics like staffing, shrinkage, login - logout schedules are met

Keep attrition at permissible nos, ensure backfills are done in time

Hiring schedules that covers interviews, shortlisting and onboarding

Employee dev plans that covers performance appraisal, career path planning

Drive team engagement and motivation through various programs

Who should apply for this role ?

Graduate from a reputed university, post graduation will be an added advantage

4-5 years of experience in customer support roles, with min 1-2 years of people management experience

Customer centricity, eagerness to learn, built from the ground up will be an added advantage

Assistant Manager - Customer Experience

About the role

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