Director Payment Operations

3 weeks ago


mumbai, India Mancer Consulting Services Full time
What you will be doing:
Managing a team of 600+ headcount in US and India
Manage the Customer service inbound calls for Credit, Debit, Prepaid, Loyalty, Tokenization,
Bill Pay
Deliver all CSLs, SLAs
Partner with Transition & Transformation teams
Partner with COEs – T, Q, WFM, BI
What you bring:
Minimum 15 to 20 yrs of experience in call center for India and US delivery centers
Experience required in US based client’s delivery
Experience in managing the span 500 to 750
Experience in Payments & Customer Service – Credit, Debit, Prepaid, Loyalty, Tokenization, Bill Pay
Experience in Leading MBRs/QBRs with clients – CSLs exp
Should have been part of Transformation projects and has delivered projects which reduced
AHT, HC or Volume
Good Understanding of Operations, Training, QC and WFM metrics/benchmarks
Experience in Leveraged pool delivery – preferred not must have

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