Senior Manager - Credit Card Operations/Retail Banking Operations - BPO/GCC

Key Responsibilities:

- Oversee E2E delivery of credit card lifecycle operations onboarding, billing, disputes, fraud, chargebacks, customer service, and closure.

- Drive operational efficiency and digital adoption across key banking processes

- Ensure adherence to internal policies and external regulatory frameworks.

- Lead a span of 100+ FTEs across voice, non-voice, and back-office teams

- Build a high-performing, cross-skilled team through coaching, mentoring, and performance management

- Own end-to-end SLA/KPI performance metrics (TAT, AHT, Quality, CSAT, FCR, compliance)

- Prepare and present executive dashboards, business reviews, and governance packs

- Manage unit-level P&L, resource planning, and budgeting

Key Requirements:

- 1015 years of experience in banking operations, with at least 5+ years in a senior managerial capacity

- Proven experience in Credit Card and/or Retail Banking Operations in BPO, or GCC.

- Prior experience in P&L management, SLA governance, and people leadership at scale