Senior Customer Experience Manager

23 hours ago

Rajahmundry, Andhra Pradesh, India beBeeCustomerSuccess Full time ₹ 20,00,000 - ₹ 25,00,000

Job Title: Senior Customer Success Leader

We are seeking a seasoned professional to spearhead our customer success efforts. As a Senior Customer Success Leader, you will be responsible for driving operational excellence, project management, and data analysis in the cards customer success vertical.

Key Responsibilities:

A) Operational Excellence & Bank Engagement: Monitor and address day-to-day operational issues between internal teams and banks, act as a single point of contact (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 Robotic Process Automation (RPA) and Artificial Intelligence/Machine Learning (AI/ML).

B) 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 authorities.

C) 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 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.

Required Skills & Qualifications:

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.

Benefits:

At our organization, you'll be part of a purpose-driven team shaping the future of digital payments in India and beyond.

Our unique culture fosters innovation, inclusion, and high performance, where every individual is empowered to lead with purpose and deliver with passion.

Why Join Us:

With a strong focus on employee wellbeing, continuous learning, and collaborative success, our organization is more than just a workplace—it's a platform to grow, contribute, and make a meaningful difference.

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