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.

Role Purpose: Drive service performance, merchant satisfaction, and operational excellence through analytics, automation, process improvements, and program management.

Key Responsibilities

Improve TAT, SLA, CSAT, FTR, and Reopen Rate.

Ensure correct ticket resolution and high service quality.

Analyze service data, build dashboards, and generate actionable insights.

Identify and drive automation and process improvement opportunities.

Partner with Product and Tech teams for service enhancements.

Launch new service programs, campaigns, SOPs, and training content.

Monitor merchant feedback and implement corrective actions.

Drive governance reviews and performance improvement initiatives across regions.

Skills Required

Business Analytics & Business Analysis

Dashboarding (Power BI/Tableau/Excel)

Process Improvement & Automation

Program Management

Stakeholder Management

Success Metrics

TAT & SLA Adherence

Merchant Satisfaction (CSAT)

Resolution Accuracy

Reopen Rate Reduction

Productivity Improvement

Automation Impact

Successful Program Launches

Business Analyst – Assistant Manager/Senior Manager

Growth Management

Paytm Payments Services