Banking Ops - Mobile Money Services

Role: Mobile Money Services, Head CSD

Location: Gurgaon

Band: Vertical Head (pan India role)

Department: Mobile Commerce

Function: Banking Operations & CSD

Org Chart: Reports to the CEO

Indicative Compensation: 50 Lacs + benefits – Not a constraint for the right candidates

KEY PURPOSE OF THE JOB (POSITION SUMMARY):

Responsible for creating and delivering the operational architecture at all customer lifecycle stages of Mobile Money Services.

Primary KRAs:

- Operations & Service Architecture

- Customer Advocacy & CRM/ CEM strategy

- Build Shared Services practice

Key Result Areas:

- Planning, Budgeting & managing commercials

- Documentation Process Management

- Service Quality

- Spearhead BPMS project in liaison with India’s top Consulting Firm

- Hiring & Training

- Six sigma deployment & Performance Management

- Build and manage Auditory framework – Banking regulations, BO, Contractual & legal requirements & Compliance

- People Management

- Channel management – alternate channels

- Self service automation & OnePlatform – from vendor engagement to UAT & system acceptance

- Churn management

- Vendor engagement & management

- Build efficiency in Pre/post issuance outsourced Unit

- Manage relations with Banking & Card partners

- Analytics based customer behavior analysis, campaign management & product enhancement

Financial Dimensions

- Budgeting - All service related expenses, as per AOPs

Non Financial Dimensions

- Customer base satisfaction scores, NPS, VoC, Customer sentiment score, TATs at all touch points and much more

- Customer churn rate

- Adoption rates

- End acquisition costs

- VAS, x-sell and more

- Sales targets – alternate channels

- Operational Performance consistency

- Monitor competition & market dynamics

- Innovation & continuous improvement initiatives

Key Skills/Experience Required –

- Must have wide exposure to the Payments Industry (Cards, Mobile Payments etc.) or Telecom industry – a combination of both will be an advantage.

- Outstanding academic records from School to B-School

- Post Graduate from Tier 1 Indian or UK/US Institutes – 12 yrs exp.

- May consider Graduate, ONLY if currently working at COO/SVP level 16+ yrs exp. With 30-35 Lacs above CTC

- CA, Six Sigma MBB would be preferred

- Must have build/ lead CSD vertical at pan India level

- Those with Sales or Marketing background from Payments industry would certainly be preferred

- Excellent Planning/ Budgeting Skills

- Business understanding - Commercial Skills/ Negotiation Skills

- End-to- end Operational management & Service delivery sills

- Understanding of next generation Systems, Processes, analytics tools & customer advocacy tools

Please send your resume to mansi_sharma4u@hotmail.com