Assistant Manager - Process Design Job in Zeta

Job Title: Assistant Manager Process Design

Location: Bangalore

Employment Type: Full-time

About Zeta:

Zeta is a Next-Gen Banking Tech company empowering banks and fintechs to launch innovative financial products. Co-founded by Bhavin Turakhia and Ramki Gaddipati in 2015, Zeta s flagship platform Zeta Tachyon is the industry s first modern, cloud-native, fully API-enabled banking stack.

With over 15 million cards issued globally, Zeta Tachyon enables:

• Seamless, digital-first cardholder experiences
• Embeddable banking support for partners
• Hyper-personalized card programs
• Rapid product launches through web-based configurators
• Robust compliance and fraud management capabilities

Zeta is working with major banks and fintechs globally and has 1,700+ employees, with 70% in R&D. The company raised $280M at a $1.5B valuation in 2021, backed by SoftBank, Mastercard, and other top investors.

Role Overview:

We are looking for an Assistant Manager Process Design who will drive automation, process transformation, and customer experience optimization. This role involves working closely with Product, Engineering, and Operations teams to build scalable and efficient customer support processes.

Key Responsibilities:

• Identify opportunities for automation and process improvements and create a transformation roadmap.
• Design intuitive chatbot customer flows to enhance digital experience.
• Re-engineer existing processes to improve First Time Resolution (FTR) and overall customer satisfaction (CSAT).
• Set up proactive monitoring for customer journey leakages and coordinate with relevant teams for quick resolution.
• Establish a robust Voice of Customer (VOC) mechanism using inputs from multiple channels (email, chat, NPS, social media).
• Define and implement strategic process transformation initiatives to enhance the customer journey.
• Lead cross-functional efforts with Product, Engineering, and Operations to deliver process excellence.
• Support recovery work when necessary, ensuring business continuity.
• Deliver timely status updates to management and project stakeholders.

Required Skills & Competencies:

• 2 4 years of experience in Process Design, Process Excellence, or Operational Transformation.
• Background in Operational Metrics (CSAT, AHT, FTR, Re-opens, FRT).
• Strong knowledge of Excel and PowerPoint.
• Six Sigma certification (preferably Black Belt) and experience with Lean methodologies.
• Familiarity with AI, automation, and digital tools in customer support.
• Excellent analytical and critical thinking abilities.
• Strong decision-making skills in real-time scenarios.
• Proven ability to work with multiple stakeholders to drive results.
• Excellent verbal and written communication skills.

Qualifications:

• Bachelor s Degree (B.E./B.Tech) or a Postgraduate Degree / MBA in a relevant field.

Equal Opportunity Employer:

Zeta celebrates diversity and is committed to creating an inclusive environment for all. We welcome applicants from all backgrounds, cultures, and communities and believe a diverse workforce is key to our success.