
Customer Success Operations Manager
2 weeks ago
This senior role in the Cards Customer Success vertical is responsible for operational excellence, project management, data analysis, and KPI improvement.
- 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 and daily Cards scheme process improvements.
- 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.
- 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.
- Operational Excellence & Bank Engagement:
-
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