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ROLES AND RESPONSIBILITIES:

The Manager/Deputy Unit Manager – Dialer Ops serves as the functional owner of dialer performance across DMS portfolios. The role independently manages end-to-end dialer operations, leads performance optimization, and drives analytical insights to strengthen calling effectiveness. This position acts as a bridge between tactical execution and strategic decision-making, ensuring that dialer efficiency, compliance, and penetration targets are consistently met. The role requires strong domain expertise, analytical rigor, and cross-functional collaboration.

KEY RESPONSIBILITIES:

Dialer Strategy & Execution:

• Manage end-to-end execution of multiple dialer campaigns across various DMS delinquency buckets (X, 30+, 60+, 90+, etc.).
• Develop and execute segmentation-based calling strategies as guided by the business and senior leadership.
• Conduct deep-dive diagnostics on dialer logs, routing, pacing logic, and campaign-level performance.

Performance Optimization & Analytics:

• Analyze daily/weekly dialer metrics and highlight performance trends, gaps, and improvement opportunities.
• Implement dialing strategy enhancements—attempt logic, retry cycles, skill routing, and call distribution.

Compliance & Governance:

• Conduct rigorous audits of calling lists, exclusion logic, DND filters, opt-outs, customer consent, and allowed calling windows.
• Ensure adherence to regulatory guidelines, internal audit standards, and risk controls.
• Maintain robust documentation of campaign changes, SOP updates, and version logs.

Cross-Functional Coordination:

• Collaborate with Operations for workforce alignment, agent readiness, and campaign prioritization.
• Work with Tech teams to resolve dialer issues, API failures, latency lags, and integration errors.
• Partner with Quality and Policy teams to align operational execution with business rules.
• Coordinate with MIS teams for data validation and report automation.

Reporting & Governance:

• Prepare and publish daily/weekly/monthly MIS reports, dashboards, and analytical presentations.
• Present dialer performance during weekly business reviews and highlight key insights or areas requiring action.
• Track KPI dashboards for leadership, including connect %, agent utilization, penetration, drop %, and productivity metrics.

IDEAL CANDIDATE:

Domain & Technical Expertise:

• Strong understanding of Collections, DMS frameworks, delinquency buckets, and customer treatment strategies.
• Hands-on experience with enterprise-grade dialer systems (Genesys / Avaya / Aspect / Ameyo / NICE / Five9).
• In-depth knowledge of dialer modes (predictive, preview, progressive), pacing logic, call blending, and routing principles.
• Working knowledge of CRM systems, CTI integrations, and lead management platforms.

Analytical & Reporting Skills:

• Advanced Excel skills (Power Query, Pivots, Index/Match, Nested formulas, Data modeling).
• SQL proficiency preferred for data extraction, query building, and troubleshooting.
• Ability to interpret large data sets and convert findings into actionable insights.

Execution & Problem-Solving Skills:

• Strong troubleshooting ability to resolve dialer failures, configuration errors, and performance bottlenecks.
• High execution discipline with the ability to manage multiple campaigns simultaneously.
• Strong decision-making capabilities under operational pressure.

Communication & Stakeholder Management:

• Ability to collaborate effectively with cross-functional teams (Ops, Tech, Analytics, Compliance).
• Strong documentation, reporting, and presentation skills.
• Ability to translate analytical findings into business-friendly recommendations.

Eligibility-

• Open to employees in GB03A / GB03B as per mobility and internal movement guidelines.
• Must have completed minimum tenure requirements as defined by HR.
• No active performance improvement plan or disciplinary action.
• Consistent performance ratings and adherence to compliance norms.

PERKS, BENEFITS AND WORK CULTURE:

Our people define our passion and our audacious, incredibly rewarding achievements. The company is one of India’s most diversified non-banking financial companies, and among Asia’s top 10 Large workplaces. If you have the drive to get ahead, we can help find you an opportunity at any of the 500+ locations we’re present in India.

We are seeking a Partner Program Manager to join our global team, responsible for implementation and execution of NuoData's partner program initiatives. In this role, you will help manage key elements of our partner ecosystem to support revenue growth, enhance partner profitability, and ensure a positive partner experience with NuoData. You will report to Senior Director, Marketing, Partnerships, and GTM and collaborate with cross-functional teams across our global offices.

Responsibilities:

• Develop and manage global partner program that drives sales through acquisition and onboarding of solutions, software, services, hyperscalers, technology, system integrators, and vertical industry partners.
• Partner scouting, vetting, and determining product and services that compliments NuoData.
• Establish partner relationships through portal registration and alliance contacts.
• Ensure NuoData receives the optimum benefit from the partner relationship.
• Develop joint go-to-market programs delivering co-branded campaigns, sales enablement, and join sales efforts.
• Design and oversee partner reseller benefits and incentives that motivates top-performing partners.
• Mitigate partner conflict, competition with NuoData and other partner solution overlap, and product offerings.
• Help maintain program structure elements including partner tiering, rules of engagement, qualification processes, and training standards.
• Collaborate with regional teams to track partner performance against established metrics and support partner success initiatives.
• Assist with the implementation of training and certification programs that develop partner capabilities.
• Monitor program effectiveness through data collection and analysis to support continuous improvement efforts.
• Implement process improvements and enhance program scalability.
• Maintain documentation for program policies and processes.
• Setup regular business reviews (QBRs) to track KPIs, partner-sourced revenue, and product integration.
• Contribute to partner community-building initiatives, events and forums.
• Write copy for partner content on web, newsletters, and partner marketing materials.

Required Skills:

• 3-5 years of experience in partner programs, portals, relations, and successes, in similar roles in B2B SaaS companies.
• Has the technical knowledge and understanding of cloud infrastructure, data management and engineering, APIs, and industry technology stack.
• Strong understanding of partner operations, sales strategies, partner business models, and partner lifecycle management.
• Experience supporting partner onboarding, enablement, and development processes.
• Familiarity with partner engagement strategies for account management and growth.
• Solid organizational and project management skills
• Detail-oriented with an analytical approach to problem-solving
• Experience with channel sales motion (co-sell, resell, or distributor)
• Ability to work effectively in a hybrid environment and build relationships remotely
• Balanced approach to implementing immediate solutions while supporting long-term program optimization

Mandatory (Experience 1): Minimum 4+ years of experience in user analytics or behavioural data analysis, focusing on user app and web journeys

Mandatory (Experience 2): Experience in analyzing clickstream and behavioral data using tools such as Google Analytics, Mixpanel, CleverTap, or Firebase

Mandatory (Skills 1): Hands-on experience in A/B testing, including hypothesis design, experimentation, and result interpretation.

Mandatory (Skills 2): Strong analytical ability to identify behavioral patterns, anomalies, funnel drop-offs, and engagement trends from large datasets.

Mandatory (Skills 3): Hands-on proficiency in SQL, Excel, and data visualization tools such as Tableau or Power BI for dashboard creation and data storytelling.

Mandatory (Skills 4): Basic understanding of UX principles and customer journey mapping, collaborating effectively with UX/CX teams

Mandatory (Company): B2C product Companies (fintech, or e-commerce organizations with large user behavior dataset is a plus)

Mandatory (Note): Don't want data analysis but business/product/user analysts

Preferred

Web Developer

Job Description

• The web developer will be responsible for providing full life-cycle development (design, coding, and testing) and maintenance of web-based system on Azure
• Candidate should have experience in GitHub, knowledge of DevOps is a plus
• Experienced in designing and implementing web portals, experience with DNN is a plus
• Ability to work with multiple languages including C#, ASP.Net, MVC, Javascript and related libraries, HTML, Complex SQL queries, CSS, BootStrap, JSON
• Experience in Agile project management methodology
• Developing and Delivering Excellent Web based solutions/portals/sites based on customer’s requirement within the stipulated timeline
• The candidate should be flexible to learn new technology and platform and should be creative, innovative for improvement ideas, detail oriented, diligent, and eager to learn and grow

Duties & Responsibilities:

• Understand how FTP server is setup for the site
• Understand business requirements to apply logic to integrate functionalities
• Identify and understand any technical bugs on the server, site, log files or modules and work on resolving the bugs
• Understand system/site technical requirements and suggest enhancements if applicable
• Designing, coding, unit Testing, and integration with Database
• Handle site deployment
• Designing, coding, debugging, technical problem solving, and writing Unit Test cases, etc.

Technical Expertise:

• ASP/ASP.NET/VB.NET/MVC/C#/SQL Server 2012+
• HTML, Javascript, Jquery, CSS, Bootstrap
• GitHub/DevOps, Azure
• Web API/ Web Services, Email Services

Skills and Abilities:

• Be able to work with diverse global teams and in an individual contributor role as needed
• Excellent English written and verbal communication skills (for local team and global stakeholders/team members)
• Strong task management skills including time management, and ability to manage multiple projects simultaneously
• Flexibility required to attend late evening meetings with global team members
• Attention to detail and delivering quality projects and knowledge assets

Requirements

• Banking domain, cards area (Credit, debit and prepaid)
• Excellent understanding of Cards and payments technologies
• Know-how of process mapping, requirement gathering, gap analysis, documentation
• Good understanding of following aspects of Vision Plus – CMS, FAS, CDM, TRAMS, Functional understanding of all VisionPLUS blocks, VMXservices, Various reports.
• End to end exposure on testing related activities.
• Experience with mainstream defect tracking tools like JIRA / QC.
• Excellent written and oral communication skills.
• Perform peer review and regular reporting on progress made.
• Must be a very good team player & willing to learn new skills.
• Excellent communication skills.