Cards Customer Success Strategist

3 days ago

Ghaziabad, Uttar Pradesh, India beBeeCustomerSuccess Full time ₹ 19,44,974 - ₹ 24,99,988

Job Overview

This is a dynamic role that serves as the primary liaison between internal teams and banks to ensure seamless operational processes, compliance, and continuous performance improvement in Cards Customer Success.

Key Responsibilities:

  • Monitor and address day-to-day operational issues between internal teams and banks, acting as the SPOC for banks for operational queries and escalations.
  • Drive performance improvement for major banks through root cause analysis (RCA) and targeted interventions.
  • Provide both online and offline support to banks for operational issues, daily Cards scheme process improvements.
  • Conduct bank training sessions on systems, processes, and product awareness.
  • Maintain oversight on the Process Advisory Group to act as a center of expertise for operational excellence.
  • Automation of processes leveraging RPA and AI/ML.

Compliance & Dispute Management:

  • Ensure accurate and timely compliance follow-ups including dispute resolution, penalty processing, and fee calculations.
  • Advise on Standard Operating Procedures (SOPs), technology upgrades, and network infrastructure enhancements to improve UPI success rates and achieve KPIs.
  • Support leadership in responding to regulatory queries from UIDAI, RBI, and other authorities.

Data Analysis & Reporting:

  • Conduct advanced data analysis to identify operational bottlenecks and performance gaps.
  • Prepare Excel dashboards, PowerPoint presentations, and performance reports for leadership and bank reviews.
  • Utilize SQL skills (if available) for data extraction and analysis to support decision-making.

Knowledge Sharing & Capability Building:

  • Create a knowledge-sharing environment within the team to enhance technical, analytical, and project management skills.
  • Organize and facilitate staff and bank training programs.

Functional Skills:

  • Strong technical and data analysis skills.
  • Expertise in settlement, reconciliation, and dispute management.
  • In-depth understanding of payment products (especially UPI and related systems).
  • Strong client relationship management capabilities.

Technical & Professional Competencies:

  • Advanced skills in Excel (data analysis, pivot tables, charts).
  • Excellent PowerPoint / Power BI presentation skills.
  • Strong communication, drafting, and presentation skills.

SQL knowledge (writing queries, pulling data) – advantageous. Proven ability in project management and stakeholder management.

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