Senior Manager/AVP - Credit Cards Operations - Bank

Job Description

Job Title - AVP/Sr Manager Credit Card Operations

Department - Credit Card Operations

Location - Gurgaon/Noida

Reporting To VP Credit Card Operations

Grade - AVP

Number of incumbents in the role

Reporting Relationship

Position Purpose (Provide a brief description of the general nature of the position; an overview of why the job exists; and what the job is to accomplish.)

The role involves managing credit card operations post acquisition processes like payments, marketing operations, settlement, chargebacks, and account maintenance etc. Process development/creation of SOP, drive Quality initiatives, 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

Sr. Key Responsibilities - % Importance of Responsibility % Time Consumed

1. Efficiently manage all post-acquisition operations activities like payments, Marketing operations, settlement, chargebacks, account maintenance etc. 50% 60%

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

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

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

5. 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.

a. Skills

Skill Attribute

Business Analysis - Good knowledge of credit card system and processes

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

Behavioural 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

A. Functional Inter-linkages

Internal & External

Internal Operations / Services / Product / Sales / Risk

External Payment, CMS, loyalty program and other operational vendors

7. Business Head Authorisation