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Posted 22 Feb 2022

Manager- Process Design

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Posted
22 Feb 2022

About the role

All about Zeta Suite
Zeta is the world’s first and only Omni Stack for banks and fintechs. We are rethinking payments from core to the edge, led by the vision to augment the purpose of money and banking with technology. A single, modern software stack comprising processing, loans, customizable mobile and web apps, fraud engine, and rewards for retail banking.
We are a new-age, high-growth startup (& a unicorn!) founded in 2015 by two visionary leaders Bhavin Turakhia & Ramki Gaddipati, whose entrepreneurial legacy & excellence has put us on top of the global fintech ecosystem. Zeta counts amongst its customers, over 10 banks and 25 fintechs, across 8 countries - some of our notable clients include Sodexo - a leading issuer of employee benefits & rewards with over 30 million global users, and HDFC Bank - the 14th largest bank by market cap in the world.Learn more about our manifesto & beyond.What is the job like?
  • Champion opportunities to consistently improve customer experience at Zeta for its clients.
  • Identify customer journeys across different products, map them to different CS processes.
  • Be responsible either as full ownership or co own key CS metrics. Ensure that there is continuous improvement across these metrics and set targets are met.
  • Thorough understanding of all customer interaction processes and create a sufficient and necessary documentation that captures the processes in proper version controlled documents.
  • Drive customer retention, reduce churn and increase customer satisfaction measured through CSAT, NPS and any other CS metric.
  • Build and manage a team of L1’s, leading a team of zealous customer champions.
  • Be a SME (Subject Matter Expert), set /drive achievable targets and create milestone  checkpoints along with Customer Support managers, client and Peers.
  • Ability to handle ambiguity, Quantitative Data analysis, Predictive modelling based on available data will be a key requirement for the role.
  • Develop and manage the CS team that thrives on the ideals of a GPTW organisation.
  • Imbibe the culture and values of the organisation
    • Who should apply for this job?
  • Graduate from a reputed university, Post graduation will be a preferred added qualification 
  • 7-9 years work experience in a customer facing Industry handling process excellence role, last 3 years leading a team 
  • Managed a diverse  team of at least 3-4 direct reports 
  • Experience of managing external stakeholders 
  • Preparing performance reports and presenting  to leadership 
  • Data driven and hands-on approach 
  • Excellent communication, presentation and interpersonal skills

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