Virtual Relationship Manager

Job Description

Title: Enterprise Relationship Management About Us: Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services. One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma. About the role: ERM will be assigned merchant portfolio and will be responsible for the following. Drive merchant engagements, service, complaint management, upsell/cross sell and improve overall portfolio quality. Expectations/ Requirements Engage with merchants through outbound and inbound calls as per contact management program Build merchant relationships through engagement, assistance and timely response to queries Ensure all service request are timely processed and closed as per TAT Manage merchant expectations and merchant satisfaction tracked via MSAT scores Need based conversations with merchants to provide suitable products Generate revenue and contribute to profitable growth by focusing on GMV Growth Reduce Merchant churn Increase product penetration per merchant through upsell/cross sell Conduct Merchant meetings for continuous feedback Manage merchant escalation and ensure the same is closed within TAT Minimize repeat complaints/service requests Cohesively work with a lot of people, across functions and teams every day Ensure satisfactory rating in all internal/external audits Ensure compliance to all process notes and circulars issues from time to time basis Deliver KPIs and ensure satisfactory ratings on performance scorecard Superpowers/ Skills that will help you succeed in this role Relevant 1-2 experience in Virtual relationship management channels in payments/banking domain or similar industry is preferred Having led Revenue Targets through Farming High level of drive, initiative and self-motivation Good Oral and Written Communication Skills are a must Understanding of Technology and User Experience Growth Mindset Willingness to experiment and improve continuously Education Qualification: Graduate & Above. Why join us A collaborative output driven program that brings cohesiveness across businesses through technology Improve the average revenue per use by increasing the cross-sell opportunities A solid 360 feedback from your peer teams on your support of their goals Respect, that is earned, not demanded from your peers and manager Compensation: If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!