Deputy General Manager - Service Operations - Payment Solutions

Currently we are hiring for our Client who is India's largest independent mobile POS merchant acquirer & network provider. The company offers point of sale, business payment solutions and wireless payment terminals. It serves merchants, such as e-commerce, insurance, car rental, retail, hospitality, cable, multiplex, brokerage, NBFC, events, healthcare, and travel.

Key Responsibilities :

- Primary role would be the Overall day to day operational responsibility of the Service Operations team.

- Making day-to-day decisions related to the merchant service operations.

- Lead staff in development and implementation of plans, tactics and activities to ensure merchant satisfaction.

- Defining and documenting business processes related to all aspects of merchant services (sales support, merchant applications, on-boarding, chargebacks, technical issues, fraud prevention etc.).

- Handling and leading the overall After Sales Services

- Tracking & analyzing metrics to determine opportunities for growth and improvement.

- Follow-up on outstanding questions, issues, and discrepancies.

- Conduct internal meeting with the Superiors for discussing improvement plans

- Highlighting product related quality issues with Technical team

- Planning and conducting training sessions of Service Engineers as and when required, for improving productivity and solving any Service related issues of Engineers

- Also managing and keeping a check on the Inventory, Repairs and Maintenance, Performance record of Engineers, Spare Parts Consumptions, Defective Stocks etc.

Ideal Candidate :

Skills & Experience :

- Knowledge of Point of Sale software, Mobile Wallets, and alternative payment solutions is required.

- Prior experience in Team Management is required

- Candidate should have a risk-based approach / mindset to solving problems.

- Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fluid, fast-paced environment.

- Strong analytical, mathematical and reporting skills.

- Good understanding of all operational items related to merchant processing including fraud prevention, chargebacks and authorization rates.

Technical Requirements :

- Candidates should have a bachelor Degree into Technology/Engineering.

- Master's degree would be preferred.

- Minimum 4/5 years of experience in a hardware/software service operations environment is a must.

- Strong knowledge of payment processing rules, regulations, and industry standards.