Executive Manager Payment Operations Specialist

4 weeks ago


Mumbai, Maharashtra, India Mancer Consulting Services Full time
Job Summary

Mancer Consulting Services is seeking an experienced Executive Manager to lead our Payment Operations team. This role requires a strong leader with a proven track record of managing large teams and delivering excellent customer service.

About the Role

The successful candidate will be responsible for managing a team of 600+ headcount in US and India, overseeing the Customer service inbound calls for Credit, Debit, Prepaid, Loyalty, Tokenization, Bill Pay, and ensuring all CSLs and SLAs are delivered.

This role requires a high level of collaboration with Transition & Transformation teams, as well as partners with COEs – T, Q, WFM, BI. The ideal candidate will have a minimum of 15-20 years of experience in call center management, specifically in US-based client delivery centers.

The Executive Manager will also be responsible for managing a span of 500-750 agents and leading MBRs/QBRs with clients. A good understanding of Operations, Training, QC, and WFM metrics/benchmarks is essential for this role.

Key Responsibilities
  • Manage a team of 600+ headcount in US and India
  • Oversee Customer service inbound calls for Credit, Debit, Prepaid, Loyalty, Tokenization, Bill Pay
  • Ensure all CSLs and SLAs are delivered
  • Collaborate with Transition & Transformation teams
  • Partner with COEs – T, Q, WFM, BI
Requirements
  • Minimum 15-20 years of experience in call center management
  • Experience in US-based client delivery centers
  • Strong leadership skills and ability to manage a large team
  • Excellent communication and problem-solving skills
  • A good understanding of Operations, Training, QC, and WFM metrics/benchmarks
Salary

$120,000 - $180,000 per year, depending on experience.

Benefits

Mancer Consulting Services offers a comprehensive benefits package, including health insurance, retirement plan, and paid time off.



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