Group leader

About the Role

• This is a full-time, on-site role based in Srinagar.

Key Responsibilities

• Oversee a team.
• Set daily and weekly performance goals.
• Ensure alignment with Paytm’s operational and customer service standards.
• Monitor team productivity.
• Provide coaching and feedback.
• Resolve escalated issues to maintain a high-quality customer experience.
• Coordinate with cross-functional stakeholders.
• Prepare regular performance reports.
• Implement process improvements.
• Support training initiatives.
• Foster a collaborative team culture.
• Ensure compliance with company policies and regulatory guidelines.

Qualifications

• Strong people leadership and team management skills, including mentoring, performance tracking, and conflict resolution.
• Operational and process management skills, with the ability to optimize workflows, manage targets, and maintain quality standards.
• Customer service and relationship management capabilities, with a focus on handling escalations and enhancing user satisfaction.
• Analytical and problem-solving skills to interpret data, identify trends, and recommend actionable improvements.
• Clear and professional communication skills, both written and verbal, for internal coordination and stakeholder interaction.
• Comfort working with digital payments or fintech platforms; prior experience in financial services, technology, or operations is an advantage.
• Bachelor’s degree in business, management, finance, or a related field preferred; equivalent relevant experience will be considered.
• Ability to work on-site in Srinagar, with flexibility to adapt to a fast-paced, evolving business environment.