Associate Product Manager-Credit Cards

1 month ago

Navi Mumbai, India IDFC FIRST Bank Full time

Role/ Job Title:  Associate Product Manager

Function/ Department:  Credit Cards

Job Purpose:

Handling customer queries and complaints received from various channels. Ensuring resolution within TAT. Identifying and highlighting process / technology / people level gaps for projects to be initiated

Roles & Responsibilities:

Responsible for handling customer queries/ complaints received from various channels To assist service groups to assign the queries to concerned team Ensures queries are reverted by the required stakeholders and not breaching the TATs To maintain record of critical queries and complaints beyond TAT and highlighting to seniors to identify the gaps and opportunity for process enhancements. To Raise incidents for technical issues identified and maintaining MIS of the same to be published regularly Develop new and unique ways to improve operations of the organization Through various ways such as calls listening, Customer VOC, identify the process / people / technology gaps to be fixed To coordinate the completion and delivery of the tasks allocated To ensure important information is cascaded to service teams and relevant stakeholders and training is imparted  Review knowledge article and timely update as per recent developments Maintaining monthly track of complaints received and classifying the same for further analysis

Education Qualification: 

Graduation: Any graduation

Experience : 2 to 5 years of experience 

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