Senior Customer Experience Manager

8 hours ago

Tirupati, Andhra Pradesh, India beBeeCustomerSuccess Full time ₹ 15,00,000 - ₹ 25,00,000

Job Title

This role drives Operational Excellence, Project Management, Data Analysis, and KPI Improvement in the Cards Customer Success vertical.

The position serves as the primary liaison between internal teams and banks and ecosystem players 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.

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.

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.

Functional Skills:

  • Strong technical and data analysis skills.
  • Expertise in settlement, reconciliation, and dispute management.

Technical & Professional Competencies:

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

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

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