Senior Manager Card Operations

1 week ago

Meerut, Uttar Pradesh, India beBeeOperational Full time ₹ 20,00,000 - ₹ 30,00,000
About the Role

This position in the Cards Customer Success vertical is responsible for Operational Excellence, Project Management, Data Analysis, and KPI Improvement, international Partners management for Cards payment products. The role will serve as the primary liaison between internal teams and banks and other ecosystem players to ensure smooth operations process, compliance, and continuous performance improvement for ATM, POS & Ecom, domestic & International transactions & dispute Management processes.

Job Title: Incharge – Customer Success (Cards)

Division: Customer Success

Years of Experience: 12+

Education: Graduation (preferably BE/B.Tech) or Professional degrees like MBA or equivalent Full-time

Location: Mumbai

Key Responsibilities:

  1. Monitor and address day-to-day operational issues between internal teams and banks, act as the SPOC for banks for operational queries and escalations.
  2. Drive performance improvement for major banks through root cause analysis (RCA) and targeted interventions.
  3. Provide both online and offline support to banks for operational issues, daily Cards scheme process improvements.
  4. Conduct bank training sessions on systems, processes, and product awareness.
  5. Maintain oversight on the Process Advisory Group to act as a center of expertise for operational excellence.
  6. Automation of processes leveraging RPA and AI/ML
  7. Ensure accurate and timely compliance follow-ups including dispute resolution, penalty processing, and fee calculations.
  8. Advise on Standard Operating Procedures (SOPs), technology upgrades, and network infrastructure enhancements to improve UPI success rates and achieve KPIs.
  9. Support leadership in responding to regulatory queries from UIDAI, RBI, and other authorities.
  10. Conduct advanced data analysis to identify operational bottlenecks and performance gaps.
  11. Prepare Excel dashboards, PowerPoint presentations, and performance reports for leadership and bank reviews.
  12. Utilize SQL skills (if available) for data extraction and analysis to support decision-making. D) 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.

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