Assistant Manager - Process Design Job in Zeta
Assistant Manager - Process Design
Zeta
7 days ago
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
Job Summary
Job Title: Assistant Manager Process Design
Location: Bangalore, India
Employment Type: Full-time
About Zeta
Zeta is a Next-Gen Banking Tech company empowering banks and fintechs to launch modern, cloud-native financial products at speed and scale. Founded in 2015 by Bhavin Turakhia and Ramki Gaddipati, Zeta s flagship platform, Tachyon, is the world s first modern, API-first banking stack supporting issuance, processing, lending, core banking, fraud, risk, and more all under one roof.
With over 15 million cards issued on its platform globally, Zeta partners with leading banks and fintechs to deliver digital-first experiences, hyper-personalized programs, and rapid product innovation.
We are a global team of 1700+ employees, with more than 70% dedicated to R&D, and are backed by major investors including SoftBank and Mastercard, with a valuation of $1.5 billion.
Role Summary
Zeta is seeking a driven and analytical Assistant Manager Process Design to spearhead customer journey improvements and process automation. You will be responsible for transforming customer-facing processes to enhance user experience, improve operational efficiency, and contribute to strategic initiatives across Product, Engineering, and Operations teams.
Key Responsibilities
Skills & Competencies
Qualifications & Experience
Why Join Zeta?
At Zeta, we believe People Must Grow. You ll work with brilliant minds, cutting-edge technologies, and game-changing products. Our culture promotes innovation, continuous learning, and an inclusive workplace where every individual is valued.
Equal Opportunity Statement
Zeta is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees regardless of background, gender, religion, ethnicity, or identity.
Qualification : BE/B.Tech or Postgraduate/MBA from a recognized institution.
Location: Bangalore, India
Employment Type: Full-time
About Zeta
Zeta is a Next-Gen Banking Tech company empowering banks and fintechs to launch modern, cloud-native financial products at speed and scale. Founded in 2015 by Bhavin Turakhia and Ramki Gaddipati, Zeta s flagship platform, Tachyon, is the world s first modern, API-first banking stack supporting issuance, processing, lending, core banking, fraud, risk, and more all under one roof.
With over 15 million cards issued on its platform globally, Zeta partners with leading banks and fintechs to deliver digital-first experiences, hyper-personalized programs, and rapid product innovation.
We are a global team of 1700+ employees, with more than 70% dedicated to R&D, and are backed by major investors including SoftBank and Mastercard, with a valuation of $1.5 billion.
Role Summary
Zeta is seeking a driven and analytical Assistant Manager Process Design to spearhead customer journey improvements and process automation. You will be responsible for transforming customer-facing processes to enhance user experience, improve operational efficiency, and contribute to strategic initiatives across Product, Engineering, and Operations teams.
Key Responsibilities
- Process Automation & Transformation: Identify improvement areas, create transformation roadmaps, and implement automation strategies to enhance service delivery.
- Customer Journey Mapping: Design chatbot flows and other digital experiences to ensure seamless, intuitive customer interactions.
- Continuous Improvement: Evaluate and re-engineer existing workflows to increase First Time Resolution (FTR), reduce Average Handling Time (AHT), and drive CSAT.
- Monitoring & Proactive Support: Establish early-warning systems and collaborate cross-functionally to prevent and address service issues.
- Voice of Customer (VOC): Build robust VOC mechanisms by analyzing feedback from email, chat, NPS, social media, etc., to drive actionable improvements.
- Strategic Initiatives: Lead cross-functional initiatives with Product, Engineering, and Business Ops to elevate customer experience and operational excellence.
- Project Reporting: Deliver timely and detailed project updates and reports to stakeholders and leadership.
Skills & Competencies
- Experience in Process Design, Process Excellence, Automation, or Operational Excellence.
- Prior work with Customer Support teams and KPIs like CSAT, AHT, FTR, Reopens, and First Response Time.
- Proficiency in Microsoft Excel and PowerPoint for analytics and presentations.
- Working knowledge of Six Sigma (preferred: Black Belt), Lean methodologies, and digital tools.
- Familiarity with AI, chatbots, workflow tools, and digital customer experience technologies.
- Strong analytical thinking, decision-making, and stakeholder management skills.
- Exceptional communication skills, both verbal and written.
Qualifications & Experience
- Education: BE/B.Tech or Postgraduate/MBA from a recognized institution.
- Experience: 2 4 years in a relevant role involving process optimization or customer journey transformation.
Why Join Zeta?
At Zeta, we believe People Must Grow. You ll work with brilliant minds, cutting-edge technologies, and game-changing products. Our culture promotes innovation, continuous learning, and an inclusive workplace where every individual is valued.
Equal Opportunity Statement
Zeta is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees regardless of background, gender, religion, ethnicity, or identity.
Qualification : BE/B.Tech or Postgraduate/MBA from a recognized institution.
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