Central Operations - Assistant Manager - Enterprise at Paytm… · Noida

Role Summary:

Responsible for managing and resolving EMI-related customer escalations while ensuring smooth

operations of billing, collections triggers, and reconciliations. The role focuses on improving customer

experience, identifying root causes, and driving process efficiency.

Key Responsibilities:

 Handle complex EMI escalations (billing errors, mandate failures, refunds) within defined TAT

 Monitor daily EMI operations and ensure accuracy in transactions

 Identify process gaps and implement corrective actions

 Collaborate with internal teams (Product, Tech, Collections) and external partners

 Track escalation trends and prepare MIS reports

 Ensure compliance with regulatory and internal policies

Requirements:

 3–6 years of experience in EMI operations & Process Excellence

 Strong analytical and problem-solving skills

 Good understanding of loan lifecycle and payment systems (NACH/eNACH)

 Effective communication and stakeholder management

Success Metrics:

 Reduction in escalation volume

 Improved resolution TAT and customer satisfaction

 Fewer repeat issues through process improvement

Qualifications & Skills

 Bachelor’s degree

 3–6 years of experience in lending operations, EMI management, or customer escalations

 Strong understanding of EMI lifecycle, EMI calculations and payment systems

 Excellent analytical and problem-solving skills

 Effective communication and stakeholder management abilities

 Proficiency in MS Excel and data analysis tools