Payment Card Operations & Customer Service Manager

ABOUT THE ROLE

Manager – Payment Card Operations & Customer Service

KEY RESPONSIBILITIES

• Operations Management:

   Direct day-to-day operations and manage the full lifecycle of prepaid cards, including issuance, blocking/unblocking, and handling customer requests and declines.

• Customer Service Excellence:

   Lead and measure customer service initiatives, manage service requests, and define tools and KPIs toensure a high-quality customer experience.

• Process & Procedure:

   Develop, implement, andmanage trouble shooting processes and procedures to drive efficiency and high customer satisfaction.

• Compliance& Risk:

   Ensure all processes adhere to standard operating procedures (SOPs) and payment scheme regulations. Monitor for fraudulent activities and minimize operational risk.

• Team Leadership:

   Build and manage a high-performing team, providing a motivating work environment and addressing any internal or external disputes.

• Cross-Functional Collaboration:

   Work closely with sales,product, IT, compliance, and financial institutions to support new product launches and resolve operational issues.

• Data & Reporting:

   Use data analytics to forecast contact volumes, identify trends, and develop staffing requirements. Create and publish "voice of customer" reports to drive insights across the company.

• Community Management:

   Take ownership of customer community forums, FAQs, and ambassador programs.

SKILLS REQUIRED

• Payment Systems Expertise:

   Deep knowledge and understanding of payment systems and transaction processing.

• Operational Management:

   Proven ability to manageand optimize operations with a strong focus on KPIs and SLAs.

• Technical Acumen:

   Good knowledge of deployment and AWS administration. L1 and L2 trouble shooting skills for Java/.NET applications.

• Problem-Solving:

   Exception alability to identify and resolve complex payment-related issues and operational challenges.

• Analytical Skills:

   Strong financial and data analysis skills to monitor performance and identify trends.

• SupportTools:

   At least 7+ years of experience with customer support platforms such as Freshdesk, Zendesk, Zohodesk, or Hubspot.

PREFERRED QUALIFICATIONS

• 15+ years in leadership roles within a 24x365 customer-facing support environment.
• Experience in the payments industry with both B2B and B2C models.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, Visio, and Project.

BEHAVIOURAL & SOFT SKILLS

• Leadership:

   Effective leadership and people management skills, with a focus on developing diverse, high-performing teams.

• Communication:

   Excellent communication skills with a strong executive presence.

• Collaboration:

   A natural collaborator comfortable working across multiple internal and external organizations.

• Adaptability:

   Disciplined and comfortable with ambiguity, capable of navigating a fast-paced startup environment.

• CustomerAdvocacy:

   The ability to act as the voice of the customer and drive customer insights through out the company.

LOCATION: INDIA