Manager – Customer Experience – Credit Cards (5-10 yrs)

– Set up the Customer Support team that will handle credit card contacts through the available support channel

– Ensure Customer Support tools (CRM, Telephony, Internal applications) required for managing and running the support center are enabled and functional

– Ensure all CS agent metrics are met through effective handling of teams and processes

– Stakeholder management – Internal and External

– Creating process maps (along with Process design teams)

– Meet CSat, NPS goals, Customer retention, and repeatability targets

– First time right, Speed of response, the efficacy of response

– Planning, Staffing, Attrition%. Ensuring sufficient bench via backfills, working within budgeted AOP nos

Qualification:

– Degree from a reputed university, Post-graduation will be a preferred added qualification

– 5-9 years work experience in a customer service org, last 3 years leading a team

– Thorough understanding of Credit cards products and processes. Directly managed Support team catering to Credit card customers across various channels Voice /N voice / Social/App-based

– Understanding of Fraud & Risk, Authorisations processes associated with card industry

– Managed a diverse team of at least 4-5 direct reports and a team size of 100+

– Worked with external service providers for outsourcing services

– Adept at using CRM tools, telephony systems, WFM systems, and planning

– Create employee development plans either directly or via HR teams

– Preparing performance reports and presenting them to leadership

– Data-driven and hands-on approach