Senior Customer Experience Manager

1 week ago

Jamnagar, Gujarat, India beBeeCustomerSuccess Full time ₹ 15,00,000 - ₹ 25,00,000
About this role

This is a senior-level position responsible for delivering Operational Excellence, Project Management, Data Analysis, and KPI Improvement in the Cards Customer Success vertical.

The primary function of this role will be to serve as the liaison between internal teams and banks to ensure smooth operations process, compliance, and continuous performance improvement for ATM, POS & Ecom, domestic & International transactions & dispute Management processes.

Key Responsibilities:
  • Operational Excellence & Bank Engagement
    • Monitor and address day-to-day operational issues between internal teams and banks.
    • 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.
    • Maintain oversight on the Process Advisory Group to act as a center of expertise for operational excellence.
  • 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.
  • 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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