Process Excellence & Customer Support Manager

We currently have openings for  Process Excellence & Customer Support Manager  positions at our  Thane  location.

A.TREDS Limited (a group company of Axis Bank)  is a national level online platform which  facilitates financing of Receivables of Micro, Small and Medium Enterprises (MSME) from buyers through financiers.  TREDS is in the business of opening accounts, uploading, accepting, discounting and settlement of Invoices and Bills of Exchange by way of Factoring and Reverse Factoring and provide such other services as permitted by the RBI from time-to-time.
Invoicemart is an online receivable discounting platform for facilitating the short-term financial transactions in a smooth and efficient manner among the financers, buyers and sellers.

To know more about the organization please visit our website

Position Overview:

We are seeking a strategic and tech-savvy professional to lead digital transformation and automation initiatives across onboarding, transaction, and settlement processes. The role involves identifying process improvement opportunities, implementing innovative solutions, and collaborating with cross-functional teams to enhance operational efficiency and customer experience.
The ideal candidate will have experience in leading transformation projects within the BFSI or fintech space, strong technical understanding of digital tools and platforms, and the ability to manage stakeholder communication, project execution, and adoption strategies effectively.

Job Location – Thane H.O.

Key deliverables:

- Provide consulting support to solve for strategic and operational business problems resulting in digital transformation
Interact with external (customers) and internal (functions and management) stakeholders to drive and influence improvement.
Responsible to understand end to end process and identify automation opportunities to create detailed road-map for automation and transformation projects
Keep track of digital trends and identify futuristic tools that can be adopted by the platform to develop competitive advantage
Own, manage and implement all new initiatives/projects/solutions aimed at Automation/Digitization of internal and external processes related to Onboarding, Transactions and Settlement on the platform
Lead and collaborate with Product/IT teams to design, implement and drive adoption both internally and externally
Engage with relevant stake holders to ensure all necessary internal approvals are in place as per the relevant policies and internal guidelines
To involve in preparation of relevant manuals, process notes etc required to be provided to users (internal and external) to enable quicker adoption of new initiatives/enablers
Track market developments in fintech industry & business trends, identify relevant enablers which can be adopted for implementation with aim to be ‘first to market’
Ensure regular customer feedback is taken, measure success of projects implemented and identify how to increase adoption
Drive transformation projects identified for the organization to diversify into new streams/provide value added services
Manage Customer service and look for avenues to enhance customer experience
Track CSAT/NPS scores for identify ways to improve it
Reduce funnel drop offs and identify the best industry practice for implementation

Ideal Candidate Profile

Experience of working and leading Business Transformation projects / Process Automation initiatives in BFSI space is essential
Knowledge and experience in fintech industry would be given due weightage

Experience of working on any new product/process launches internally/externally would be a plus
Knowledge of Supply Chain business, B2B Lending and Fintech space
Usage and Understanding of latest digital trends and tools is a must
Project Management skills

Skills Required
Technical background with understanding and/or hands-on experience in software development and web technologies
Understand technical aspects of web server, application server, database, etc.
Confidence to work independently and collaborate with all stakeholders
Effective Communication Skills
Aptitude to Study and Quickly Learn
Willing to work and collaborate with a cross functional team
Working knowledge MS Office (Excel and PPT) is a must

If you love working with people and thrive in fast-paced environments, we would like to have a conversation with you.
Excellent written, verbal, and interpersonal skills to communicate effectively.
Go-getter ability to work independently
Leadership team management skills
Attention to detail
Strong financial, analytics and technology orientation