Group leader

Company Description Paytm is India's leading AI-first payments and financial distribution platform, serving consumers, merchants, and enterprises across the country. The company focuses on making digital payments simple, secure, and widely accessible, enabling users to perform everyday transactions with ease. Paytm also provides a broad range of financial services and commerce solutions, helping businesses grow and manage their operations more efficiently. With a dynamic, technology-driven environment, Paytm offers opportunities to contribute to innovative products that impact millions of users.

Role Description This is a full-time, on-site Group Leader role based in Srinagar. The Group Leader will oversee a team, set daily and weekly performance goals, and ensure alignment with Paytm's operational and customer service standards. Responsibilities include monitoring team productivity, providing coaching and feedback, and resolving escalated issues to maintain a high-quality customer experience. The role involves coordinating with cross-functional stakeholders, preparing regular performance reports, and implementing process improvements. The Group Leader will also support training initiatives, foster a collaborative team culture, and 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.