JOB ROLES: Operational Excellence Manager
Location -WORK FROM HOME
JOB DESCRIPTION:
In this role, you will be responsible for end to end operational smoothness around Credit Card Bill payment transactions
· Manage relationships with all stakeholders associated with the Product including both internal teams and external stakeholders (Issuing Banks, Networks etc.)
· Identify key issues proactively and take ownership of problem solving, RCA and setting up processes to avoid recurrence of such issues
· Keep tabs on transaction failure rates, reason behind increasing failures if any and solve for the reasons
· End to end ownership of Consumer TAT of transaction settlement and managing all stakeholders to deliver best possible TAT for all card bill payments
· Manage the customer service process in a way that delivers timely and effective solutions to user issues via all channels viz. Chatbot, social, agent, email etc.
· Effective and timely project management across all the given tasks
Education Required:
- ANY GRADUATION
- ANY POST GRADUATION
SKILLS REQUIRED:
Experience in operations management and process excellence
· Excellent communication skills for interacting with external and internal stakeholders
· Ability to own things end to end
· Strong analytical and technical skills
· Able to collaborate effectively across teams such as Product, Content, Design, business heads
· Ability to learn things quickly & execute them at a rapid pace
· Ability to manage cross-functional relationships within/outside team
· Able to simplify complex ideas and communicate them with clear, logical thinking.
· Good problem solving and listening skills/communication skills
