Senior Executive - CCRP Validation

Senior Executive - CCRP Validation

Function: Customer Services, Overall Experience: 1-3 Years

Must have exp into -"Email, chat, and calling experience, as well as past experience, should be from the credit card industry."

Role Purpose

Responsible for performing Revalidation as part of Centralized Revalidation Team (CVT).

Role Accountability

1. Ensure daily productivity metrics for CCRP revalidation within TAT
2. Ensure Accuracy as per targets defined.
3. Analyze and report on Complaints trends & Resolutions .
4. Create & maintain process dashboards for business reporting purposes.
5. Pro-actively follow-up with other departments for input files  and effective stakeholder management
6. Identify ways of improving current processes to enhance customer experience. 
7. Timely reporting of process metrics to the business and internal stakeholders
8. Ensure close-looping and calibration on identified complaints
9. Identify process improvement opportunities & help business to fix the same through detailed RCA & follow correction & corrective approach
10. Perform process documentation and compliance adherence

Measures of Success

1. Accuracy %
2. Complaint Resolution Rate
3. Reduction in no. of complaints
4. No adverse observations in internal/external audits
5. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Understanding of Credit Card processes
2. Understanding of customer lifecycle
3. Understanding of Card One & V+

Competencies critical to the role

1. Problem Solving Skills
2. Analytical Ability
3. Process Orientation
4. Market Awareness