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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