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Director - Payment Operations - Financial Technology Firm (15-25 yrs)

15-25 years

Mumbai, Bangalore / Bengaluru, Chennai + 2 more

Director - Payment Operations - Financial Technology Firm (15-25 yrs)

Black Turtle

posted 1mon ago

Job Description

We have an opening with Financial Technology Company for Director - Payment Operations.

Shift - 3pm -12 am- US Shift

Below are the details.

- 15 to 25 yrs call center exp - India and US delivery centers

- US based client's delivery

- Experience in Payments & Customer Service - Credit, Debit, Prepaid, Loyalty, Tokenization, Bill Pay

- Span Managed 500 to 750

- Leads MBRs/QBRs with clients - CSLs exp

- Has been part of Transformation projects and has delivered projects which reduced AHT, HC or Volume

- Understand Ops, Training, QC and WFM metrics/benchmarks

Job Location - Pune, Gurgaon, Mumbai, Bangalore, Chennai

About the role:

Director Operations will be responsible to manage a team of 600+ HC across US & India sites (50% HC in US)

What you will be doing:

- Managing a team of 600+ headcount in US and India

- Manage the Customer service inbound calls for Credit, Debit, Prepaid, Loyalty, Tokenization, Bill Pay

- Deliver all CSLs, SLAs

- Avoid Penalties, Losses, Escalations

- Partner with Transition & Transformation teams

- Partner with COEs - T, Q, WFM, BI

What you bring:

- Minimum 15 to 20 yrs of experience in call center for India and US delivery centers

- Experience required in US based client's delivery

- Experience in managing the span 500 to 750

- Experience in Payments & Customer Service - Credit, Debit, Prepaid, Loyalty, Tokenization, Bill Pay

- Experience in Leading MBRs/QBRs with clients - CSLs exp

- Should have been part of Transformation projects and has delivered projects which reduced AHT, HC or Volume

- Good Understanding of Operations, Training, QC and WFM metrics/benchmarks

- Experience in Leveraged pool delivery - preferred not must have

What we offer you:

- A multi-faceted job with a broad spectrum of responsibilities

- A range of benefits designed to help support your lifestyle and wellbeing.

- A modern international work environment and a dedicated and innovative team

- A broad range of professional education and personal development possibilities - FIS is your final career step!

- A work environment built on collaboration, flexibility and respect.

If you find it suitable or if you have any reference for this position, Kindly share CV with Below details

- Candidate Name :

- Current company :

- Designation :

- VP since:

- Total Experience :

- Team Handling Experience:

- Managing a team of

- Current CTC:

- Expected CTC :

- Notice period :

- Qualification :

- Current location :

- Preferred location :

- Reason for Change :

- Summary

Tejashree Waradkar
Manager @ Black Turtle
B-208, Kailash Business Park, Next to Parksite, Vikhroli(West), Mumbai 400079,India
Call & Whtsapp: 8454843560


Functional Areas: Other

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What people at Black Turtle are saying

What Black Turtle employees are saying about work life

based on 76 employees
54%
69%
77%
100%
Strict timing
Alternate Saturday off
No travel
Day Shift
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Black Turtle Benefits

Work From Home
Team Outings
Job Training
Cafeteria
Soft Skill Training
Free Transport +6 more
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