Manager Payment Card Operations and Customer Service
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead prepaid card operations and customer service in India. You will oversee card issuance, blocking and unblocking, customer requests, fraud prevention, compliance, reporting, support processes, community forums, and cross-functional issue resolution while managing a high-performing team.
Requirements
- Deep knowledge of payment systems and transaction processing
- Experience managing and optimizing operations using KPIs and SLAs
- Knowledge of deployment and AWS administration
- L1 and L2 troubleshooting skills for Java and .NET applications
- Strong financial and data analysis skills
- At least 7 years of experience with customer support platforms such as Freshdesk, Zendesk, ZohoDesk, or HubSpot
- 15 or more years in leadership roles within a 24x365 customer-facing support environment
- Experience in payments with B2B and B2C models
- Proficiency with Microsoft Office Suite
- Leadership and people management skills
- Excellent communication skills
- Collaboration skills
- Adaptability
Responsibilities
- Direct daily operations and manage the full lifecycle of prepaid cards
- Lead and measure customer service initiatives
- Manage service requests and define customer service tools and KPIs
- Develop and implement troubleshooting processes and procedures
- Ensure compliance with standard operating procedures and payment scheme regulations
- Monitor fraudulent activity and minimize operational risk
- Build and manage a high-performing team
- Collaborate with sales, product, IT, compliance, and financial institutions
- Use data analytics to forecast contact volumes and identify trends
- Develop staffing requirements
- Create and publish voice of customer reports
- Manage customer community forums, FAQs, and ambassador programs