Operations Excellence (Strategy & Transformation) - General Manager
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About Us:
Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology
About the role: We're looking for a seasoned professional to drive operational excellence in merchant onboarding, management, and support. As a General Manager - Lever, you'll oversee the entire Field Sales Executive (FSE) lifecycle, from hiring and training to performance monitoring and churn management. Your expertise in merchant operations and hands-on experience in field sales will help us deliver exceptional service to our merchants.
Key Responsibilities:
1. Merchant Operations: Develop and implement strategies to streamline merchant onboarding, management, and support processes.
2. FSE Management: Hire, train, and manage FSEs to ensure they effectively communicate with merchants, resolve operational challenges, and drive business growth.
3. Operational Excellence: Identify and resolve operational challenges on the ground, collaborating with cross-functional teams to implement solutions.
4. Performance Monitoring: Track FSE performance, provide feedback, and implement initiatives to improve productivity and merchant satisfaction.
5. Field Sales Excellence: Foster a culture of excellence among FSEs, promoting best practices and ensuring adherence to company policies and procedures.
6. Tight execution with space for creativity
7. Roadmap planning with a clear objective/goal.
8. Problem-Solving: Analyze and resolve operational issues, collaborating with cross-functional teams to implement solutions.
9. Communication: Ensure effective communication between teams, stakeholders, and leadership, providing regular updates and insights.
Expectations/ Requirements:
1. Minimum 10+ years of experience in merchant operations, field sales, or a related field, with a proven track record of driving operational excellence and team management.
Must have a Background: Forensic or operational excellence/consulting experience in a similar industry (e-commerce, fintech, or retail) is highly desirable.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and lead teams.
Strong business acumen and strategic thinking
Education: An MBA is preferred.
Why join us: Merit-based culture that thrives on self-motivated & driven individuals who are set out to make a successful career in India’s fastest-growing Fintech Organization. Agile & democratic setup that gives space to your creativity, and offers the opportunity to work at scale, coupled with an environment that encourages diverse perspectives at all times.
Compensation: If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!