Executive Manager Payment Operations Specialist
4 weeks ago
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 RoleThe 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
- 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
$120,000 - $180,000 per year, depending on experience.
BenefitsMancer Consulting Services offers a comprehensive benefits package, including health insurance, retirement plan, and paid time off.
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