CC-SD Mgr-Digital Credit Cards

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.