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SVP / VP - Customer Service & Operations
2 weeks ago
Key highlights of the role are listed below (purely indicative and not limiting):
- Take active ownership in shaping and executing the credit card business strategy in alignment with organizational goals.
- Design and execute robust Customer Experience and back-office goals to support evolving long-term business strategy.
1. Customer Service Strategy & Execution
- Develop and implement the overall service strategy for the Cards business.
- Define KPIs and drive NPS, and First Contact Resolution.
- Lead call centre inbound and outbound operations including x-sell of VAS products to card customers and customer engagement channels (voice, email, chat, social media).
2. Card Operations & Issuance Management
- Lead the entire card issuance lifecycle application processing, fulfilment, activation, and PIN management.
- Ensure TAT and compliance in plastic issuance, reissuance, and upgrades.
- Implement robust controls to minimize issuance errors & improve first-time-right metrics.
- Responsible for end-to-end processing, servicing, and lifecycle management of credit card operations, ensuring accuracy, compliance, and customer satisfaction.
- Actively manage relationships with vendors and ensure timely delivery of card manufacturing, personalization, and logistics.
3. Digital Customer Onboarding & VKYC
- Lead and drive end-to-end VKYC process (Video Know Your Customer) for card acquisition.
- Coordinate with compliance and tech teams to maintain regulatory standards.
- Ensure accountability in high success rates, drop-offs, and agent performance on VKYC.
4. Customer Experience & Retention
- Map customer journeys and lead initiatives to eliminate pain points across touchpoints.
- Design and execute customer feedback loops, VOC programs, and loyalty enablers.
- Drive initiatives to increase card activation and usage through proactive service.
5. Risk, Compliance & Audit
- Ensure adherence to regulatory and internal compliance guidelines across all operations.
- Liaise with risk, audit, and legal teams for timely reviews and remediation.
- Implement robust governance for data privacy, fraud detection, and customer authentication.
6. Team Leadership & Stakeholder Management
- Lead and mentor large cross-functional service and ops teams.
- Collaborate with product, tech, sales, and compliance to build customer-first journeys.
- Vendor and BPO management, including SLA governance and cost optimization
Applicants should possess the following attributes:
- Demonstrated capability in personally managing end-to-end credit card operations, card issuance and customer service functions.
- Strong leadership track record in the credit card industry with proven results in VKYC, onboarding, and digital transformation.
- Deep understanding of regulatory compliance in the BFSI sector.
- Strategic thinker with hands-on execution capability.
- Ability to collaborate with cross-functional teams to achieve common business goals.
- Excellent communication and interpersonal skills.
