Senior Manager/AVP - Credit Cards Operations - Bank (6-12 yrs)
Job Description
Job Title - AVP/Sr Manager Credit Card Operations
Department - Credit Card Operations
Location - Gurgaon/Noida
Reporting To VP Credit Card Operations
Grade - AVP
Number of incumbents in the role
Reporting Relationship
Position Purpose (Provide a brief description of the general nature of the position; an overview of why the job exists; and what the job is to accomplish.)
The role involves managing credit card operations post acquisition processes like payments, marketing operations, settlement, chargebacks, and account maintenance etc. Process development/creation of SOP, drive Quality initiatives, Customer experience and Stakeholder management.
Position Responsibilities -
List in order of importance the major responsibilities of the job and the percentage of time spent on activities/Sub activities
Sr. Key Responsibilities - % Importance of Responsibility % Time Consumed
1. Efficiently manage all post-acquisition operations activities like payments, Marketing operations, settlement, chargebacks, account maintenance etc. 50% 60%
2. Manage Customer experience and quality framework of cards operation for qualitative delivery. 20% 20%
3. Manage and motivate large teams for effective performance management 10% 10%
4. Stakeholder management for smooth delivery of programs and products. Comply with regulatory and audit guidelines.10% 05%
5. Managing outsourced agencies and ensuring that they deliver on agreed SLA's and quality expectations. Identify gaps and continuously interact with vendors to improve overall delivery standards 10% 05%
Qualifications and Experience Requirement
Qualifications
Essential - Graduate / Post Graduate
- Experience
Essential - Extensive experience in managing credit card operations of large players.
a. Skills
Skill Attribute
Business Analysis - Good knowledge of credit card system and processes
- Ability to engage team, stakeholders and vendor to achieve business goals
Behavioural Skills
- Self-Driven and Proactive
- High level ownership & Accountability
- Analytical Thinking
- Team Work
- Excellent communication skills
Key Success Differentiators
- Efficient business delivery on all key parameters of post-acquisition cards operations
- Drive and engage large team to delivery high performance
- Managing stakeholders, regulators, audits and vendors effectively
- Support new initiatives / product launches
A. Functional Inter-linkages
Internal & External
Internal Operations / Services / Product / Sales / Risk
External Payment, CMS, loyalty program and other operational vendors
7. Business Head Authorisation
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