Our Client:
Our Client is a front runner of the digital payments revolution in India, creating Internet-based payments products that enable consumers to make payments online in a frictionless manner. A product and service of over 10 years of market leadership, our client provides a single versatile, scalable payments platform for enterprise-wide electronic payments and collections, related reconciliation and settlement operations, across multiple delivery channels and using a wide range of payment methods.
About the role:
The incumbent would be responsible for data analysis to derive inferences and information that can be utilized to make process decisions /actions. Also that data is maintained as per audit and regulatory guidelines/expectations. This would entail acquiring data from various sources, creating reports on a regular basis, correcting any reporting issues, and ensuring that data remains error-free and organized. Presentation of the inferences in PowerPoint or other methodology to internal teams and Management.
Responsibilities & Deliverables:
- Cross functional and intra functional liaising for data gathering
- Analysis of data - customer grievances- QRC (Query, Request, Complaint), frauds and chargebacks to discover insights, identify merchant trends and identify process improvement opportunities for business decision/ action.
- Lead efforts to streamline and standardize reporting
- Ensure accuracy of data inputs and analysis
- Calculating and tracking response and resolution metrics from dashboard data
- Examine, interpret and report results of analytical initiatives to stakeholders in leadership and other relevant teams.
- Prepare and Publish Key MIS that will drive desired results
- Identifying trends & providing insights on key focus areas
- Ensuring regulatory guidelines are met for data reporting and data is validated as per the same within agreed timelines.
- Develop smart data dashboards and reports around customer grievances, internal process metrics.
- Identify trends, and report to leadership and management teams.
- Collaborate with stakeholders for actions/ process enhancements thereof.
- Maintaining Quality Audit reports for Support staff and to ensure KPI's and parameters are updated as per business review from time to time.
- Report agent productivity data and efficiency
- Develop & automate reports for data reporting as per service channel & payment methods.
Qualifications:
- Bachelor's Degree
- 7+ years- experience in Digital payments, Customer Support & back office operations
Candidate must have:
- Good knowledge of digital payment modes - Bharat Bill Payment System (BBPS) and card payment industry vis-a-vis UPI, QR, Credit /Debit cards, Wallets etc.
- Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS, etc.)
- Good inter personal skills with the ability to partner inter departmentally.
- Adept at queries, report writing, and presenting findings
- Ability to meet deadlines and prioritize deliverables
- Good written & verbal communication skills-fluency in English
- Proficiency in Microsoft Suite (+PowerPoint) or any other data visualization tools
- Very strong analytical and problem solving skills and eye for details.
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