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CST Operations - Junior Manager - CST

Uttar Pradesh, India (On-site)

CST Operations - Junior Manager - CST

12 Hours ago • 6-8 Years • Operations

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Job Description

As a Junior Manager in CST Operations at Paytm, you will ensure high-quality customer service, overseeing processes like bill payments, account management, and returns. Responsibilities include reviewing readiness for new product/process launches, testing processes and controls, ensuring regulatory compliance, and identifying opportunities for improvement across customer journeys. You will lead follow-up on audit/risk issues, maintain customer delight, and support digital transformation programs. Direct customer interaction for feedback and process improvement suggestions are key. The role demands expertise in service excellence frameworks and change management, along with the ability to influence departmental heads and make data-driven decisions.

Must have:

Ensure quality customer service
Review new product/process launches
Test processes & controls for adherence
Lead follow-up on audit/risk issues
Focus on regulatory compliance
Drive operational efficiency
Support digital transformation
Gather customer feedback

Good to have:

Experience in Digital Services
Service Excellence Framework Implementation
Change Management
Program Management
End-to-end customer life cycle understanding
Consultative problem-solving skills

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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 team:

CST Team comprises customer service agents who help customers pay bills, review, or make changes to accounts, handle returns and answer frequently asked questions.

Expectations/ Requirements:

Ensure the quality of customer service

Review readiness for the new product / process launches

Testing processes/ controls for processes to ensure adherence

Review consistency in practices to enable uniform and seamless operations

Lead follow-up and closure of audit / risk issues

Focus on regulatory compliances

Special assignments to ensure customer delight is maintained at each LOB

Ensure high levels of operational efficiencies are achieved within reasonable costs

Support identification of defects and opportunities across customer journeys and provide recommendations for improvement

Support digital transformation and other transformation programs

Interacting with customers directly to gather feedback and leveraging their input to suggest changes in processes