Assistant Manager - Process Design
Job Summary
Job Description
Zeta is a Next-Gen Banking Tech company founded in 2015, empowering banks and fintechs with its flagship processing platform, Zeta Tachyon. This platform offers a comprehensive suite of banking capabilities, including issuance, processing, lending, and fraud & risk management, all delivered via a cloud-native, API-enabled stack. Zeta Tachyon supports rich digital experiences, native embeddable banking, hyper-personalization, and rapid product launches. The company collaborates with major banks and fintechs globally, transforming customer experiences for large card portfolios. Zeta employs over 1700 individuals, with more than 70% in R&D roles across the United States, EMEA, and Asia. In 2021, Zeta secured $280 million in funding at a $1.5 billion valuation from investors including Softbank and Mastercard.
Must have:
- Identify automation/improvement opportunities and create roadmaps.
- Design customer flows over chatbot for optimal consumer experience.
- Continuously evaluate and re-engineer processes for better resolution and FTR.
- Set up proactive monitoring for customer journey leakages.
- Establish a strong Voice of Customer (VOC) mechanism.
- Drive process transformation and strategic initiatives.
- Lead teams and coordinate with Product, Engineering, and Operations.
- Maintain flexibility for recovery work.
- Provide timely status reporting to management and stakeholders.
Good to have:
- Experience in Process Design, Process Excellence, Automation, Operational Excellence, Quality.
- Worked with CS teams on metrics like CSAT, AHT, FTR, Re-opens, FRT.
- Proficiency in PowerPoint and Excel.
- Six Sigma (Black Belt preferred) with Quality Improvement and Lean Deployment.
- Knowledge of industry digital technologies, automation, and AI.
- Strong analytical and problem-solving skills.
- Demonstrated critical thinking and real-time decision-making abilities.
- Comfort working with multiple stakeholders and teams.
- Strong communication skills.
6 skills required
Job Details
About Zeta
Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.
Our flagship processing platform - Zeta Tachyon - is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 15M+ cards have been issued on our platform globally.
Zeta Tachyon offers:
Rich digital-first cardholder experiences
Native embeddable banking support
Hyper-Personalization Policy Engine to launch segment-of-one card programs
Web-based product configurators to launch in days vs. quarters
Rapid innovation & extensibility via APIs, event streams, and more
Modern & intuitive web-based back office experiences
Next-gen regulatory risk & compliance capabilities
Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.
Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.
Responsibilities
- Ability to identify automation/improvement opportunities and create automation/transformation roadmap.
- Design customer flows over chatbot to deliver the right experience for consumers.
- Continuously evaluate and re-engineer processes to provide best in class resolution and increase in FTR.
- Set up proactive monitoring process : work with various operating and product functions to receive alerts for leakages within the customer journey and communicate effectively to minimize reason for contact.
- Setting up a strong VOC mechanism and seek inputs received through various channels : Email, chat, NPS, social media channels.
- Driving Process Transformation roadmap, defining and implementing strategic initiatives to better user experience.
- Strategic thinker leading the team & co-ordinating with stakeholders such as Product, Engineering, Business Operations on a regular basis.
- Maintain flexibility and skills to be able to support recovery work as needed.
- Provides timely and regular status reporting to management and project stakeholders.
Skills
- Experience in Process Design, Process Excellence, Process Automation, Operational Excellence, Quality.
- Should have worked with CS teams on relevant metrics such as CSAT, AHT, FTR, Re-opens, FRT etc.
- Must possess knowledge of PowerPoint and Excel.
- Six Sigma (Preferred - Black Belt) with Quality improvement and Lean Deployment background.
- Well versed with Industry Digital technologies & leading tools, automation, AI.
- Have good analytical and problem-solving skills.
- Can regularly demonstrate strong critical thinking and are good at real time decision making.
- Are comfortable working with multiple stakeholders and teams to drive the desired level of performance.
- Strong communication skills.
Experience and Qualifications
- Qualification - BE/ B. Tech or any Post Graduate / MBA
- Experience - 2-4 years
Equal Opportunity
Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success.
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