Job Description

Pine Labs is looking to hire an extremely skilled and experienced Relationship Manager for its customer experience APMs vertical. As a key member, you will be responsible for driving an exceptional service delivery output and play a critical role in scaling up NPS. Well rely on you to find ways to outperform our competition and maintain our companys positive image. Work Location: Multiple location Education: Post-Graduate / MBA from Premium Institutes & B Schools will be preferred. Joining: Immediate to 30 days. What are we looking for? 5-7 years of experience in dealing with Payment Partners/SME clients head offices and their key branches, preferably in the Fintech industry. An excellent communicator, able to work and collaborate with various Payment partners, App developers, Banks and internal teams and build rapport with the clients CXO, med level and junior level resources. Exposure in participating in tender/RFP process and thorough knowledge of understanding clauses and conditions in agreements. Be instrumental in enforcing SOP adherence for newly onboarded merchants in coordination with APMs sales team for smooth pre and post deployment experience. Deep understanding of merchant acquiring business, especially - PoS (Point of Sale) operations, handling and troubleshooting mechanism. We also expect you to be a strategic thinker with an analytical mind and strong problem-solving skills. Stakeholder and relationship management with all assigned Merchant Head Offices and Top Depots/Depts/Zones/Regions to analyse their ticket/issue patterns and provide long term end-to end solutions. Monthly F2F meetings and visiting the places where the terminals are used in brick and motor locations or on the go. Close monitoring of SLA of service tickets and ensure coordination with multiple stakeholders (Internal/External) for successful closure of tickets. Benchmark internal processes with industry best practices to identify possible efficiency opportunities and drive implementation basis management approval. Demonstrated ability for being detail-oriented, self-motivated with excellent interpersonal skills. Provide oversight of short, medium, or long-term initiatives and their impact analysis to key internal stakeholders and the leadership team. Understand and analyze the business model of each merchant, and pain points/opportunities in their current payment ecosystem. Responsible to drive and attain desired Net Promoter Score of given merchant portfolio. Influence key decision makers of the Platinum merchant to become our advocates. Proven expertise of creating synergies with function Heads and CXOs Drive transformation via scaling up digital adoption. Must have Skills: Strong verbal/written communication skills with proper articulation. Payment partners portfolio management with merchant facing & interaction role. Exposure in Tender/RFP/Agreement of APM or any other business process. Exceptional customer centric mindset and available for service anytime. Be resilient to challenging situations with a passion to gain required digital/tech knowledge. Outstanding organizational, prioritization, decision making and multitasking skills. Interested to in political updates and movements. Teamwork and leadership skills. Strong Stakeholder Management. Good to have skills: Project Management. Creating and setting up new processes. User Knowledge of Applications Sales Force, Jira or similar system. Reconciliation skills in settlements, refunds etc.