Job Description
About Zeta
Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015. Please read Zeta’s Manifesto here.
Zeta’s omni stack for banks is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together acquiring, issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 15M+ cards have been issued on our platform globally.
Zeta has over 1700+ employees - with over 70% in technology roles - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021
Learn more about our manifesto & beyond.
About Plutus
“Nearly 50% of banks do not upgrade old IT systems as soon as they should, and 43% of US banks still use COBOL, a programming language dating from 1+5+ ...and extra layers embedded on top of it are causing outage” - UK FCA in its annual report. In other words, banking systems are outdated and cannot be easily modernized. Fintech have responded enthusiastically to address this problem and in India alone there are over 2,000 fintechs and neo banks currently. Each of them is looking to provide value-added services through a tech-driven approach. However, in each case, the fintech or neo bank partners with a licensed bank for core services like savings or loan accounts which are delivered through the same legacy systems and hence are constrained themselves.
Enter Plutus
Plutus is a strategic partnership between Zeta and a top 3 Indian private sector bank with the mission to build a digital bank completely from scratch. Plutus will serve the bank’s 25 mn+ consumers and drive growth to double the base to 50 Mn+ in the next 5 years. To achieve this, we’ve reimagined banking completely from the ground up. Plutus uses Zeta’s Tachyon, a cloud-native, integrated modern core banking, processing and payments SaaS platform. Plutus is a digital led bank and payments offering initially targeted towards India’s gen X, Y, Z and millennial audiences. With a customer-first philosophy, fortnightly releases and a modern intuitive mobile app, we are building an experience that will revolutionize banking in India. Join us to re-define this age-old industry.
What is the job like?
• Champion opportunities to consistently improve customer experience at Zeta for its clients.
• Identify customer journeys across different products, map them to different CS processes.
• Be responsible either as full ownership or co own key CS metrics. Ensure that there is continuous improvement across these metrics and set targets are met.
• Thorough understanding of all customer interaction processes and create a sufficient and necessary documentation that captures the processes in proper version controlled documents.
• Drive customer retention, reduce churn and increase customer satisfaction measured through CSAT, NPS and any other CS metric.
• Build and manage a team of L1’s, leading a team of zealous customer champions.
• Be a SME (Subject Matter Expert), set /drive achievable targets and create milestone checkpoints along with Customer Support managers, client and Peers.
• Ability to handle ambiguity, Quantitative Data analysis, Predictive modelling based on available data will be a key requirement for the role.
• Develop and manage the CS team that thrives on the ideals of a GPTW organisation.
• Imbibe the culture and values of the organisation
Key Result areas
• Process mapping ,Data analytics , predictive modelling
• Stakeholder management-Internal and External
• Meet CSAT, NPS goals, Co-own CS metrics
• Effective representation of Customer support Organisation success metrics with the Product & Ops Organisations
• Create a team of motivated and aspiring professionals, working within budgeted AOP nos
Who should apply for this job?
• Graduate from a reputed university, Post graduation will be a preferred added qualification
• 8-10 years work experience in a customer facing Industry handling process excellence role, last 3 years leading a team
• Managed a diverse team of at least 3-4 direct reports
• Experience of managing external stakeholders
• Preparing performance reports and presenting to leadership
• Data driven and hands-on approach
• Excellent communication, presentation and interpersonal skills
Life At Zeta
At Zeta, we want you to grow to be the best version of yourself by unlocking the great potential that lies within you. This is why our core philosophy is ‘People Must Grow.’ We recognize your aspirations; act as enablers by bringing you the right opportunities, and let you grow as you chase disruptive goals.
#LifeAtZeta is adventurous and exhilarating at the same time. You get to work with some of the best minds in the industry and experience a culture that values the diversity of thoughts. If you want to push boundaries, learn continuously and grow to be the best version of yourself, Zeta is the place to be! Explore the life at zeta
Zeta is an equal opportunity employer
At Zeta, we are committed to equal employment opportunities regardless of job history, disability, gender identity, religion, race, marital/parental status, or other special status. We are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the roles and responsibilities
₹1.2L an hour
Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015. Please read Zeta’s Manifesto here.
Zeta’s omni stack for banks is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together acquiring, issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 15M+ cards have been issued on our platform globally.
Zeta has over 1700+ employees - with over 70% in technology roles - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021
Learn more about our manifesto & beyond.
About Plutus
“Nearly 50% of banks do not upgrade old IT systems as soon as they should, and 43% of US banks still use COBOL, a programming language dating from 1+5+ ...and extra layers embedded on top of it are causing outage” - UK FCA in its annual report. In other words, banking systems are outdated and cannot be easily modernized. Fintech have responded enthusiastically to address this problem and in India alone there are over 2,000 fintechs and neo banks currently. Each of them is looking to provide value-added services through a tech-driven approach. However, in each case, the fintech or neo bank partners with a licensed bank for core services like savings or loan accounts which are delivered through the same legacy systems and hence are constrained themselves.
Enter Plutus
Plutus is a strategic partnership between Zeta and a top 3 Indian private sector bank with the mission to build a digital bank completely from scratch. Plutus will serve the bank’s 25 mn+ consumers and drive growth to double the base to 50 Mn+ in the next 5 years. To achieve this, we’ve reimagined banking completely from the ground up. Plutus uses Zeta’s Tachyon, a cloud-native, integrated modern core banking, processing and payments SaaS platform. Plutus is a digital led bank and payments offering initially targeted towards India’s gen X, Y, Z and millennial audiences. With a customer-first philosophy, fortnightly releases and a modern intuitive mobile app, we are building an experience that will revolutionize banking in India. Join us to re-define this age-old industry.
What is the job like?
• Champion opportunities to consistently improve customer experience at Zeta for its clients.
• Identify customer journeys across different products, map them to different CS processes.
• Be responsible either as full ownership or co own key CS metrics. Ensure that there is continuous improvement across these metrics and set targets are met.
• Thorough understanding of all customer interaction processes and create a sufficient and necessary documentation that captures the processes in proper version controlled documents.
• Drive customer retention, reduce churn and increase customer satisfaction measured through CSAT, NPS and any other CS metric.
• Build and manage a team of L1’s, leading a team of zealous customer champions.
• Be a SME (Subject Matter Expert), set /drive achievable targets and create milestone checkpoints along with Customer Support managers, client and Peers.
• Ability to handle ambiguity, Quantitative Data analysis, Predictive modelling based on available data will be a key requirement for the role.
• Develop and manage the CS team that thrives on the ideals of a GPTW organisation.
• Imbibe the culture and values of the organisation
Key Result areas
• Process mapping ,Data analytics , predictive modelling
• Stakeholder management-Internal and External
• Meet CSAT, NPS goals, Co-own CS metrics
• Effective representation of Customer support Organisation success metrics with the Product & Ops Organisations
• Create a team of motivated and aspiring professionals, working within budgeted AOP nos
Who should apply for this job?
• Graduate from a reputed university, Post graduation will be a preferred added qualification
• 8-10 years work experience in a customer facing Industry handling process excellence role, last 3 years leading a team
• Managed a diverse team of at least 3-4 direct reports
• Experience of managing external stakeholders
• Preparing performance reports and presenting to leadership
• Data driven and hands-on approach
• Excellent communication, presentation and interpersonal skills
Life At Zeta
At Zeta, we want you to grow to be the best version of yourself by unlocking the great potential that lies within you. This is why our core philosophy is ‘People Must Grow.’ We recognize your aspirations; act as enablers by bringing you the right opportunities, and let you grow as you chase disruptive goals.
#LifeAtZeta is adventurous and exhilarating at the same time. You get to work with some of the best minds in the industry and experience a culture that values the diversity of thoughts. If you want to push boundaries, learn continuously and grow to be the best version of yourself, Zeta is the place to be! Explore the life at zeta
Zeta is an equal opportunity employer
At Zeta, we are committed to equal employment opportunities regardless of job history, disability, gender identity, religion, race, marital/parental status, or other special status. We are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the roles and responsibilities
₹1.2L an hour
💡 Quick Summary
Seeking a career-building opportunity? The Manager| Process Design position is now open for candidates interested in the Bank Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
