CST Operations - Junior Manager - CST

4 Months ago • 6-8 Years • Operations

Job Summary

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

Job Details

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

Skills and Competencies:
Post Grad/MBA or any masters degree
Experience in Digital Services and First Hand expertise in Service Excellence Framework Implementation.
Change Management professional
Program Management of organization level cross functional programs
Understanding of end-to-end customer life cycle
Experience in driving customer VOC based improvement
Ability to influence Functional/ Department heads and take decisions
Consultative, problem solving background


undefinedundefinedundefined

Similar Jobs

Gaming Innovation Group  - Service Operations Support Engineer

Gaming Innovation Group

St. Julian's, Malta (Hybrid)
3 Weeks ago
ByteDance - Cloud Technical Support

ByteDance

Singapore (On-Site)
1 Week ago
Hawk Eye Innovations - Match Operations Assistant

Hawk Eye Innovations

Stockholm, Stockholm County, Sweden (On-Site)
1 Day ago
Canva - Senior Manager, Revenue Operations

Canva

Seattle, Washington, United States (Remote)
1 Month ago
Tesla - Mobile Service Technician

Tesla

Gelderland, Netherlands (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Jobs in Noida, Uttar Pradesh, India

PwC - Manager- Kolkata DN 57 - Technology Consulting

PwC

Kolkata, West Bengal, India (On-Site)
6 Months ago
Google - Policy Product Specialist, gTech Ads Customer Support

Google

Haryana, India (On-Site)
4 Days ago
Google - Software Engineer III, Core

Google

Bengaluru, Karnataka, India (On-Site)
1 Week ago
OktoBuzz - Art Director - Design

OktoBuzz

Mumbai, Maharashtra, India (On-Site)
8 Months ago
Vigaet - Internship - Mechanical Engineer

Vigaet

Bengaluru, Karnataka, India (On-Site)
5 Months ago
Ubisoft - Senior Game Designer

Ubisoft

Mumbai, Maharashtra, India (On-Site)
4 Months ago
Hitachi - D365 F&O Functional Finance + PMA Consultant

Hitachi

Pune, Maharashtra, India (On-Site)
6 Months ago
DNEG - Creature TD - CFX

DNEG

Mumbai, Maharashtra, India (On-Site)
1 Month ago
Gallagher - Team Manager – Digital Marketing

Gallagher

Pune, Maharashtra, India (On-Site)
5 Months ago
Eleven Labs - Senior Customer Success Manager - India

Eleven Labs

India (Remote)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Bally's Interactive - Shift Manager - Surveillance

Bally's Interactive

(On-Site)
1 Month ago
Google - Go-To-Market Strategy and Operations Lead

Google

Mexico City, Mexico City, Mexico (On-Site)
1 Week ago
ByteDance - Lark APAC Customer Success Manager Intern - 2025 Start

ByteDance

Singapore (On-Site)
6 Months ago
Easygo - Payments Operations Specialist

Easygo

Melbourne, Victoria, Australia (On-Site)
4 Months ago
Tesla - Service Preparation Specialist

Tesla

Huddinge, Stockholm County, Sweden (On-Site)
2 Months ago
Hawk Eye Innovations - Match Operations Assistant

Hawk Eye Innovations

London, England, United Kingdom (On-Site)
1 Day ago
Hawk Eye Innovations - Match Operations Assistant - Porto

Hawk Eye Innovations

Porto, Porto District, Portugal (On-Site)
1 Day ago
Go Fund Me - Senior People Operations Generalist

Go Fund Me

(Remote)
1 Month ago
Netflix - Distributed Systems Engineer, Membership Engineering (L4)

Netflix

Los Gatos, California, United States (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

About The Company

Noida, Uttar Pradesh, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Kerala, India (On-Site)

Hyderabad, Telangana, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Visakhapatnam, Andhra Pradesh, India (On-Site)

Andhra Pradesh, India (On-Site)

View All Jobs

Get notified when new jobs are added by Paytm

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug