Ananda Thirtha

Responsible for implementing strategy and operational execution which will ensure we provide ‘Best in Class’ experience to our users around Add Cash & Withdrawal.

● Ensuring stable performance

● Ensuring Best in class infrastructure available for Payments

● Building over and above on how we can further improve and keep working on enhancing users' experience.

- Key metrics to drive for Add Cash & Withdrawal

● Transaction Success rate

● Transaction processing time

● User Contact Ratio to be minimized

● User Issue resolution TAT

● Plan, Lead and Drive initiatives which will enable us to maintain where we are on above metrics and how we can improve further on the same.

● Take buy-in from Business, Product, Marketing, Legal & Compliance for any new initiative implementation as and when required.

● Provide extensive support to Product and Technology team to while new integration with our payment partners like Juspay, PGs, Banks, etc

● Enable our business and marketing team to understand reasons around impact on initiatives from payments ops and downtimes.

● Ensuring quick closure of queries or issues reported by our Users around AddCash & Withdrawal.

Drive strategic payment conversations with internal and external partners.

• Make sure that we are prioritizing the right initiatives to meet the organizational goals.
• Bring an outside-in view to further improve the payment product and continuously improve the payment experience.

● Handle the team and monitored each team member's productivity/work.

● Optimised employee schedules by balancing company priorities with staff leave requests and shift preferences.

● Train the agents on the processes.

● Escalate the issues to the concerned team and get it resolved.

● Monitor the Operator issues or fluctuations closely of all the categories like Prepaid, Postpaid, DTH, Utility and UPI

● Responsible for maintaining the recharge/utility success rate and also the UPI success rate.

● Handle all customer complaints/transactions related to recharge and UPI.

● Prepare reports related to aggregator and operator success rate and transactions on a daily basis.

● Check all the plans of the operators if there are any plans to remove or add and act accordingly.

● Keep a track of the customer complaints and provide the status to customer support.

● Have the ability to interact effectively with people at all levels.

● Proactive, positive approach, able to learn concepts and procedures.

● Got an opportunity to train, guide Freelancers & outsource agents

● Worked as Freelancer Admin for 8 months, to manage, train and improvise freelancer's performance consistently

● Took an initiative of entire recharge plans and coordinated with multiple operators

● Improved the process of Play store by modifying few areas (Rating from 3.8 to 4.1).