Senior Analyst - Business Operations

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India. 

The Role:

As a Senior Analyst, we are looking for an experienced professional with a good track record and knowledge in  S2P Product,operations, process improvement, identifying training needs, reporting and team handling. Manage a team which will execute end to end queries internally, cross-functionally & with our banking partners. 

Roles and Responsibilities:

People Management: 

• Enables and motivates self & team members to deliver accuracy in data entry, verification & data duping activities within TAT through continuous support, development and positive reinforcement
• Engage with team members and treating them as individuals
• Coaches the team in order to ensure the quality of key deliverables meet the appropriate standard
• Measures and manages the team to meet performance targets
• Disseminate information in a timely, relevant and accurate manner to all team members
• Ensures that all company policies and procedures are observed
• Participates in the headcount planning and hiring exceptional talents

Communication and Feedback:

• Conducts regular scheduled team briefs (Pre + Post shifts) with the team leads etc.
• Ensures feedback is given to Agents with regards to their performance
• Ensures all relevant business communications are cascaded in a simple and timely manner
• Reporting and Administration Review and track team attendance and schedule adherence
• Update, track and record performance of team members
• Compile and send out reports to relevant internal (Service provider) and external (Company’s) stakeholders

Customer Experience :

• Experience in Managing Customer Support
• Own & execute onboarding operations, business metrics and processes, aligned with business goals; Establish processes for measuring, tracking, and driving continuous improvement of metrics. Should be well versed with capacity planning
• Ensures continuous improvement to customer experiences by investigating and addressing root causes
• Celebrating and sharing examples of exceptional customer experience
• Ensures real time monitoring of dashboards to avoid any delay and manages the TAT, SLAs and accuracy as defined
• Ensures real time monitoring of data entry quality and feedback to the agents to adhere to accuracy levels. Coaching and monitoring of the team to avoid any delay and error in Data

Mandatory Qualifications:

Must have minimum 3-4 years Fintech/Banking Ops experience

• Good experience in managing midsize teams.

Ability to think strategically and to lead the team

• Must have worked on some process improvement projects (Yellow/Green belt)

Strong interpersonal skills, with ability to work within a fast-paced environmentAbility to identify and drive process efficiencies in a team

• Knowledge in S2P Product