CC-SD Mgr-Digital Credit Cards

Job Title

CC-SD Manager - Digital Credit Cards

Business Unit

Credit Cards

Reporting To

Unit Head - SD - Retail & Commercial Credit Cards, Payzapp & Smartbuy

Job Function and Role Type

Service Delivery, Individual Contributor, Moderate Travel Required

Version No

1.0

Job Purpose

Transform and enhance service standards by testing Turbo Digital Product end-to-end before rollout for Credit Cards. Ensure digital product demands are met while improving customer experience and service delivery standards.

Key Responsibilities

Review Digital Credit Card Journey

Review journey to reduce customer complaints.

Implement customer communications at key stages.

Ensure FTR percentage exceeds 98%.

Review SLA and TAT of Digital Journey

Measure TAT and achieve benchmark standards.

Recommend SLA/TAT changes based on feedback.

Trigger recall if commitments are unmet.

Ensure First Time Right to Customer Queries

Categorize app queries appropriately.

Analyze gaps in escalated complaints.

Ensure less than 2% escalation to L2 or above.

Quality of Resolution and Response

Perform sample checks on 5% of cases.

Ensure 99% adequacy in case closures.

Review New and Existing Processes

Conduct RCA to identify and fix gaps.

Initiate two process improvements monthly.

Publish monthly reports to Senior Management.

Education:

Post-Graduation.

Certifications:

None specified.

Key Competencies

Customer Experience and Journey Management, Communication, Planning and Organizing, Knowledge of Competition, Understanding of Payment Ecosystem.

Major Stakeholders

Interaction with Function Heads and Group Heads across Operations, IT, PhoneBanking, Digital Banking, Risk, Marketing, and Audit.

HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch