• Credit Card Operations Sr. Manager Jobs in Navi Mumbai,India

  • Staffing Bench HR Solutions Hiring For Hexaware BPS
  • Save Job
  • 10 - 19 Years
  • Posted : 30 days ago

Job Description:


  • 12 to 15 Yrs of experience in Banking / Operations

  • Knowledge and experience in Retail/Commercial cards industry are highly preferred, but other relevant experience will be considered

  • Communication and interpersonal skills are critical to success in the role, given the level of cross-team and client engagement involved, and senior management exposure

  • The candidate should be able to work independently and in multi-dimensional teams equally effectively, be creative, and be a critical thinker

  • Experience in execution and management of large projects successfully

  • Strong influence management skills

  • Must have strong attention to detail and solid time management and organization skills

  • Strong and effective written and verbal communication skills across diverse audience and levels

  • Ability to work against tight timelines and multi-task

  • Ability to develop staff at all levels within the space continuously to retain and upskill talent

  • Skilled in escalation management

  • Logical thinking and attitude for learning

  • Excellent team worker, able to work in virtual global teams

  • Ability to clearly communicate to stakeholders on the Client side effectively and work collaboratively to ensure effective solution on all potential issues

  • Ability to work in fast paced environment, keep pace with technical innovation and maintain a broad understanding of Cards business life cycle / processes


Mandatory Graduate (Bachelor Degree)

Desirable <Post Graduate (Operation/Finance)> <Lean / Sig Sigma Certification>

  1. Core Process Activities

  • Manage 4-5 SDM/ Manager with overall FTE span of up to 400+ including AMs / TLs / Sr executives / Executives

  • Liaise with Operations Leads and Stakeholders across different geographies on day-to-day delivery and meet structured deliverables deadlines

  • Mentor Change Management including automation initiatives including transformation and robotics, and drive productivity milestones

  • Monitor operations health in terms of SLAs, KPI, Risk Indicators and Process Metrics

  • Review / lead MBR/QBR/data presentation decks for data correctness before they are disseminated to Citi Stakeholders

  • Setting individual performance plans for direct reports, providing coaching and feedback through a formal review process

  • Champion and foster a culture of collaboration within the various process/regional teams in Hexaware

  • Exceed client / customer expectations, delivering world class experience

  • Manage large teams based across different locations in India and ensure smooth delivery

  • Supervise the Unit activities on Day to Day basis

  • Review workflow scheduling, staffing and volume to ensure that service standards are met

  • Lead / Conduct Team meetings, goal setting and performance reviews

  • Work closely with the unit and Remote management in daily operational responsibilities

  • Address client / customer escalations and ensure smooth resolution to concerns / issues within agreed timelines

  • Actively lead Lean project teams, client projects, or other internal initiatives

  • Strong capacity for operating in a flexible, dynamic environment where creative and strategic thinking

  • Ability to provide accurate updates to Senior Management

  • Supports tough people decisions to ensure people performance is aligned with organization imperatives and needs Addresses individual performance issues to drive for high performance

  • Ability to handle multiple assignments simultaneously and meet deadlines

  • Escalate / raise identified control gaps in the process

  • Ensure all Internal / External Audits are green

  • Keep pace with technical innovation and maintain a broad understanding of commercial card terminologies

  • Accountable for all mandatory trainings for self & team to be completed within timeline

Flexibility to work extended hours as and when required

  1. Other Process Specific Responsibilities

    • Raise awareness of System issues and errors to respective teams and Management

    • Check staffing for the day against the staff schedule and ensure sufficient staffing levels are maintained during holidays

    • Ensure successful sign on to all systems and effective access management

    • Update team / floor of all learnings / new information received and conduct meeting with team to forecast volumes, holidays, training, key issues and priorities for the week

    • Check productivity of all the team Leaders & members - Ensure resolution expectancy is adhered to

    • Ensure various reports/MIS dashboards, handover reports, sweep reports etc are sent

    • Ensure errors are highlighted via MBR and quality reviews

    • Update management on Risk cases within 24 hrs and add to Potential Risk Tracker

    • Review the training requirement for the teams and arrange for cross case type training

    • Regular skip sessions with teams to keep the process health check intact

    • Adhere to internal policies to ensure compliance with legal parameters &company policies/procedures

    • Open for rotational shifts including weekend / public holiday working

Profile Summary:

Employment Type : Full Time
Industry : BPO / Call Center
Salary : Rs 10 - 16 Lakh/Yr
Deadline : 18th Mar 2020

Key Skills:

Company Profile:

Staffing Bench HR Solutions Hiring For Hexaware BPS
Staffing Bench HR Solutions is an innovative, fresh and one of the fastest growing recruitment companies that offers you flexibility and professionalismSpecialist in Hiring for IT /ITES roles like Robotic Process Automation/ Machine Learning/ Artificial Intelligence/ NLP Etc
Email relationshipmanagerstaffingbenchcom
Telephone 9619000126

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