Assistant Manager - Process Design

Job Description

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 has over 1700+ employees - with over 70% roles in RD - 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. Learn more @ www.zeta.tech , careers.zeta.tech , Linkedin , Twitter 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 .