Take complete ownership of customer success, account management and program delivery of PayZapp
Own annual and quarterly OKR planning for PayZapp with HDFC and Zeta leadership
Work closely with HDFC and Zeta leadership to ensure OKRs are met
Develop and maintain strong relationships with key stakeholders, including customers, partners, and internal teams
Own the strategic program management function - planning, leadership buy in, prioritization and program delivery management
Define, measure and drive initiatives to achieve high customer acquisition, retention, NPS and monetization. Design initiatives across all teams - product management, solution architecture, engineering, operations, customer support, etc
Understand the tradeoffs of schedule, scope and quality, making decisions as needed to meet program goals
Take a lead in risk / issue mitigation and escalate as necessary to maintain program velocity
Utilize industry best practices, techniques, and standards throughout program execution. Measure program performance to identify areas for improvement
Work to build organizational competency in managing critical cross functional initiatives, including documentation, tool development and mentoring
Build and manage a mid sized team of program managers, analysts, project managers
Define how good becomes better. In other words, establish then work from a benchmark and build a metrics dashboard to demonstrate success in program/project completion and areas for improvement
Skills
You are a strong first principles thinker and possess a research mindset with strong problem solving and organizational skills
You have an orientation towards execution and are creative and passionate to get things done
You have a natural ability to thrive in a fast-paced environment and juggle multiple projects at a time
You are extremely meticulous with an eye for detail and focus on documentation
You have SaaS product implementation experience
You have multi-functional exposure across client service, account management, product management, solutioning, operations, customer support, engineering delivery management with a spike in multiple areas
You have achieved targets in an OKR and SLA environment with an explicit emphasis on metrics
You have the ability to adapt and work well with people and teams and experience in getting outcomes from teams not directly reporting to you
You have experience managing large IT/software programs both individually and with small-mid size teams preferably in banking or fintech
Experience and Qualifications
You have an MBA from a premier institute and a strong track record of academic excellence
Bachelors degree
10 + years of industry experience with strong experience in managing and/or building Banking / Payments products encompassing 2 or more roles across
Account and stakeholder management
Consulting
Program Management
Product Management
Software development delivery
You preferably have domain experience in banking, credit cards, and are well versed with digital payments particularly UPI, Card payments, Wallets and regulations
