Paytm
Financial Services
ProcessExcellence-TeamLead-UPICST
Neural analysis suggests this role is
optimal for Lead candidates.
“Process Excellence - Team Lead - UPI CST at Paytm. Skills: Process excellence, Prompt engineering, Workflow automation, Lean Six Sigma. Lead process excellence. Drive workflow automation”
What You'll Achieve.
Enhance quality; Reduce defects; Improve customer experience
Industry & Context.
Debugging
Willing to travel extensively
What They're Looking For.
Must Have
Good networking capabilities, Willing to travel extensively, Skilled in coaching, Skilled in mentoring, Grasps new ideas quickly, Applies new concepts quickly
Nice to Have
Lean Six Sigma Green Belt certification
What You'll Do.
Lead process excellence
Drive workflow automation
Lead a High-Performance Team
Optimize AI-driven chatbots
Manage dynamic prompt engineering
Ensure seamless API integrations
Leverage Lean Six Sigma methodologies
Improve customer experience
Manage prompt enhancement
Oversee workflow creation
Analyze chatbot performance
Drive quality improvement
Coordinate with Product teams
Coordinate with Tech teams
Introduce new contexts to bots
Implement feature improvements
Utilize Grafana for reporting
Utilize Superset for analytics
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Product teams; Tech teams
Process & Methodology
Project management
Full Job Description
## Description About Us: Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm's mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology. About the Team: CST-centric verticals, working closely with the Customer Service Team to enable seamless support experiences. The team focuses on CST enablement, efficiency improvement, and driving support-led innovation across Paytm’s ecosystem. About the Role: We are seeking an experienced Team Lead to drive process excellence and workflow automation within our Customer Service Team (CST) domain. The ideal candidate will lead a High-Performance Team (HPT) to optimize AI-driven customer support chatbots, manage dynamic prompt engineering, and ensure seamless API integrations. You will leverage Lean Six Sigma methodologies to enhance quality, reduce defects, and improve overall customer experience through automation. Expectations/ Requirements: 1. AI & Prompt Engineering Leadership: Lead the design, management, and enhancement of dynamic prompts for fully AI-based chatbots using JINJAVA/JINJA2 templates. 2. Workflow Automation: Oversee the creation and optimization of CST workflows and agent SOPs, utilizing AI tools and platforms like Devrev. 3. Quality & Process Improvement: Apply Lean Six Sigma tools and principles to analyze chatbot performance, identify outliers, and drive continuous quality improvement in bot outputs. 4. Cross-Functional Collaboration: Coordinate effectively with Product and Tech teams to introduce new contexts to bots, resolve escalations, and implement feature improvements. 5. Analytics & Debugging: Utilize tools like Grafana and Superset for reporting and analytics, while employing excellent debugging skills to resolve code and logic issues within AI applications. Must Have: Sho
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