Virtual Relationship Manager

Paytm; Dadri, Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Paytm is seeking a dedicated professional for merchant support operations in India. The role involves collaborating with compliance, fraud/risk, business development, and account management to escalate and resolve merchant payment-related concerns.

The candidate should identify trends, drive process improvements, and develop project plans with stakeholders. Strong communication and leadership are essential, with willingness to work six days per week as per roster.

Qualifications

• Bachelor's degree in a related field preferred.
• Collaborate with compliance, fraud/risk, biz dev, account management for merchant payment concerns.
• Identify sources of merchant issues and trends to improve processes.
• Open to six days per week; weekly off on roster.
• Handle 40-50 emails daily with calling as KRAs segment.
• Develop project plans with key stakeholders.
• Strong communication and leadership skills.
• Engage with Paytm tech/business teams to identify bottlenecks.

Responsibilities

• Collaborate with internal teams for cascading/escations of merchant payment-related concerns.
• Contribute to process improvements in merchant support by identifying sources of issues and trends.
• Develop comprehensive project plans with key stakeholders.
• Track program performance and analyze goal completion.
• Engage with Business & Technology Teams to identify bottlenecks on the tech front.
• Maintain clear communication and proactive leadership across tasks.

Skills

Problem-solving

Analytical thinking

Debugging

Multi-tasking

Communication (verbal & written)

Weekend/roster work

Tech/operational queries support

Education

Bachelor's degree in related field

Job description

Role & responsibilities

• Bachelors degree Specialty: Relevant degree pertaining to the essential duties of this role. (Preferred)
• Collaborate with other internal teams such as compliance, fraud and risk, business development, account management, optimization, and integration for cascading and/or escalations of merchants paymentrelated concerns.
• Contribute to process improvement in merchant support by identifying sources of merchant issues, recognizing trends.
• Should be open to work six days in a week and weekly off would be on roaster basis.
• Should have experience in handling and working on 40-50 emails a day along with a certain percentage of calling which will also be a part of the KRAs.
• Develop comprehensive project plans along with key stakeholders.
• Smart thinking and clear communication
• Use and continually develop leadership skills.
• Track Program/Project performance, specifically to analyse the successful completion of short and longterm goals.
• Engage with various Business & Technology Teams within Paytm to identify common bottlenecks esp. on Technology front.

Preferred candidate profile

• High level of drive, initiative and self-motivation
• Understanding of Technology and User Experience
• Oversee day-to-day operation.
• Listen to team members feedback and resolve any issues or conflicts.
• Willingness to experiment and improve continuously.
• Should be proficient spontaneous in Hindi/English
• Should have knowledge of Fintech terms or would have worked with any Banking / financial group.

Qualifications and skills:

• Experience 1+ years* Strong Problem-solving skills, analytical and debugging skills.
• Excellent multi-tasking skills and communication skills - both verbal and written
• Open to work on weekends/non-working hours whenever required.
• Providing support to all internal/external teams for tech/operational queries