Director Payment Operations

4 weeks ago


Delhi, India Mancer Consulting Services Full time
What you will be doing:

Managing a team of 600+ headcount in US and IndiaManage the Customer service inbound calls for Credit, Debit, Prepaid, Loyalty, Tokenization,Bill PayDeliver all CSLs, SLAsPartner with Transition & Transformation teamsPartner with COEs – T, Q, WFM, BI

What you bring:

Minimum 15 to 20 yrs of experience in call center for India and US delivery centersExperience required in US based client’s deliveryExperience in managing the span 500 to 750Experience in Payments & Customer Service – Credit, Debit, Prepaid, Loyalty, Tokenization, Bill PayExperience in Leading MBRs/QBRs with clients – CSLs expShould have been part of Transformation projects and has delivered projects which reducedAHT, HC or VolumeGood Understanding of Operations, Training, QC and WFM metrics/benchmarksExperience in Leveraged pool delivery – preferred not must have



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