AVP - Credit Card Operations - BPO

AVP Credit Card

Job Description :

Job Title : AVP - Credit Card Operations

Department : Credit Card Operations

Location : NCR

Reporting To : Head - Credit Card Operations

Grade AVP

Number of incumbents in the role : 1

Reporting Relationship : None

Position Purpose :

- The role involves managing credit card operations activities like post acquisition processing, legal and regulatory complaints management, Process development/creation of SOP, Quality framework, Customer experience and Stakeholder management.

Position Responsibilities :

List in order of importance the major responsibilities of the job and the percentage of time spent on activities/Sub activities

Key Responsibilities : % Importance of Responsibility - % Time Consumed

- Efficiently manage all post-acquisition operations activities. 50% - 60%

- Manage Customer experience and quality framework of cards operation for qualitative delivery. 20% - 20%

- Manage and motivate large teams for effective performance management. 10% - 10%

- Stakeholder management for smooth delivery of programs and products. Comply with regulatory and audit guidelines. 10% - 05%

- Managing outsourced agencies and ensuring that they deliver on agreed SLA's and quality expectations. Identify gaps and continuously interact with vendors to improve overall delivery standards. 10%- 05%

Qualifications and Experience Requirement :

Qualifications : Essential Graduate / Post Graduate

Experience : Essential Extensive experience in managing credit card operations of large players.

Skills :

Skill Attribute :

Business Analysis

- Good knowledge of credit card system and processes

- Ability to engage team, stakeholders and vendor to achieve business goals

Behavioral Skills :

- Self-Driven and Proactive

- High level ownership & Accountability

- Analytical Thinking

- Team Work

- Excellent communication skills

Key Success Differentiators :

- Efficient business delivery on all key parameters of post-acquisition cards operations

- Drive and engage large team to delivery high performance

- Managing stakeholders, regulators, audits and vendors effectively

- Support new initiatives / product launches

Functional Inter-linkages :

Internal & External :

Internal : Operations / Services / Product / AFCU

External : Verification agencies, credit bureaus