Lead - Business Operations & Services

Lead - Business Operations & Services

- Own the customer service cohort covering contact center, social media, Email, WhatsApp and bank branches.

- Accountable to RUN all operations pertaining to product and business functions.

- Regular tracking of JIRA tickets and work with the developer team to resolve all the open issues within agreed TAT.

- Ensure constant monitoring and improvement of customer service parameter.

- Minimal scope creeps and changes post sign-off (# of bugs requiring additional CRs)

- # of UAT bugs

- Coordinate with regulators and ensure the product enhancements are in line with the regulatory guidelines

- Documentation quality and speed (Detailed & Exhaustive

- Managing a team of project Managers and business analysts.