Manager - Payment Card Operations & Customer Service

Skills

About the Role

You'll lead operations for prepaid cards in India, taking charge of the full lifecycle from issuance to customer support and fraud prevention. You'll direct day-to-day operations, manage service requests, and define KPIs that ensure a high-quality customer experience. You will develop and implement troubleshooting processes to drive efficiency and satisfaction, while ensuring compliance with SOPs and payment scheme regulations. You'll build and lead a high-performing team, resolve disputes, and collaborate closely with sales, product, IT, compliance, and financial institutions to support new product launches. You'll use data analytics to forecast contact volumes, identify trends, and determine staffing needs, and you'll take ownership of customer community forums, FAQs, and ambassador programs, acting as the voice of the customer within the company.

Requirements

• Deep knowledge and understanding of payment systems and transaction processing
• Proven ability to manage and optimize operations with a strong focus on KPIs and SLAs
• Good knowledge of deployment and AWS administration
• L1 and L2 troubleshooting skills for Java/.NET applications
• Exceptional ability to identify and resolve complex payment-related issues and operational challenges
• Strong financial and data analysis skills to monitor performance and identify trends
• At least 7+ years of experience with customer support platforms such as Freshdesk, Zendesk, Zohodesk, or Hubspot
• 15+ years in leadership roles within a 24x365 customer-facing support environment
• Experience in the payments industry with both B2B and B2C models
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, Visio, and Project

Responsibilities

• Direct day-to-day operations and manage the full lifecycle of prepaid cards, including issuance, blocking/unblocking, and handling customer requests and declines
• Lead and measure customer service initiatives, manage service requests, and define tools and KPIs to ensure a high-quality customer experience
• Develop, implement, and manage troubleshooting processes and procedures to drive efficiency and high customer satisfaction
• Ensure all processes adhere to standard operating procedures (SOPs) and payment scheme regulations
• Monitor for fraudulent activities and minimize operational risk
• Build and manage a high-performing team, providing a motivating work environment and addressing internal or external disputes
• Work closely with sales, product, IT, compliance, and financial institutions to support new product launches and resolve operational issues
• Use data analytics to forecast contact volumes, identify trends, and develop staffing requirements
• Create and publish voice of customer reports to drive insights across the company
• Take ownership of customer community forums, FAQs, and ambassador programs