SVP / VP - Customer Service & Operations

1 week ago

Mumbai, Maharashtra, India BOBCARD Full time US$ 1,50,000 - US$ 2,00,000 per year

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.

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