About the role
Job Title
CC-SD Manager - Digital Credit Cards
Business Unit
Credit Cards
Reporting To
Unit Head - SD - Retail & Commercial Credit Cards, Payzapp & Smartbuy
Job Function and Role Type
Service Delivery, Individual Contributor, Moderate Travel Required
Version No
1.0
Job Purpose
Transform and enhance service standards by testing Turbo Digital Product end-to-end before rollout for Credit Cards. Ensure digital product demands are met while improving customer experience and service delivery standards.
Key Responsibilities
Review Digital Credit Card Journey
Review journey to reduce customer complaints.
Implement customer communications at key stages.
Ensure FTR percentage exceeds 98%.
Review SLA and TAT of Digital Journey
Measure TAT and achieve benchmark standards.
Recommend SLA/TAT changes based on feedback.
Trigger recall if commitments are unmet.
Ensure First Time Right to Customer Queries
Categorize app queries appropriately.
Analyze gaps in escalated complaints.
Ensure less than 2% escalation to L2 or above.
Quality of Resolution and Response
Perform sample checks on 5% of cases.
Ensure 99% adequacy in case closures.
Review New and Existing Processes
Conduct RCA to identify and fix gaps.
Initiate two process improvements monthly.
Publish monthly reports to Senior Management.
Education:
Post-Graduation.
Certifications:
None specified.
Key Competencies
Customer Experience and Journey Management, Communication, Planning and Organizing, Knowledge of Competition, Understanding of Payment Ecosystem.
Major Stakeholders
Interaction with Function Heads and Group Heads across Operations, IT, PhoneBanking, Digital Banking, Risk, Marketing, and Audit.