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- Set up the Customer Support team that will handle credit card contacts through the available support channel - Ensure Customer Support tools (CRM, Telephony, Internal applications) required for managing and running the support center are enabled and functional - Ensure all CS agent metrics are met through effective handling of teams and processes - Stakeholder management - Internal and External - Creating process maps (along with Process design teams) - Meet CSat, NPS goals, Customer retention, and repeatability targets - First time right, Speed of response, the efficacy of response - Planning, Staffing, Attrition%. Ensuring sufficient bench via backfills, working within budgeted AOP nos Qualification: - Degree from a reputed university, Post-graduation will be a preferred added qualification - 5-9 years work experience in a customer service org, last 3 years leading a team - Thorough understanding of Credit cards products and processes. Directly managed Support team catering to Credit card customers across various channels Voice /N voice / Social/App-based - Understanding of Fraud & Risk, Authorisations processes associated with card industry - Managed a diverse team of at least 4-5 direct reports and a team size of 100+ - Worked with external service providers for outsourcing services - Adept at using CRM tools, telephony systems, WFM systems, and planning - Create employee development plans either directly or via HR teams - Preparing performance reports and presenting them to leadership - Data-driven and hands-on approach

Bangalore

Manager - Customer Experience - Credit Cards 

Job Description for Manager - Customer Experience - Credit Cards  in CareerNet in  Bangalore for (5-10) years of experience. Apply Now!

Manager - Customer Experience - Credit Cards  | iimjobs.com