Manager - Service Delivery

Job Title

Manager - Service Delivery

Business Unit

Merchant Services

Reporting To

Area / Regional Head

Job Function and Role Type

Service & Field Portfolio, Individual Contributor

Version No

2.0

Job Purpose

Manage customer service operations for POS, Ecommerce, and digital in-store products across large territories. Ensure service quality, process improvement, and compliance with regulatory standards.

Key Responsibilities

Asset Management

Ensure 100% efficiency in tracking terminal movement.

Update terminal movements in systems for all locations.

Coordinate with Sales for inventory management and service calls.

Chargeback & Retrieval Fulfillment

Manage end-to-end chargeback and retrieval processes.

Ensure 95% closure of disputes within stipulated timelines.

Complaint Management

Act as the single point of contact for merchant complaints.

Ensure all complaints are resolved within 24 hours.

Provide regular MIS updates to stakeholders.

Service Desk Management

Log and resolve merchant queries within set TATs.

Train and coach Helpdesk staff on processes and policies.

Ensure customer service standards are followed.

Satisfactory Internal Bank Audit

Adhere to all checks and processes for satisfactory audits.

Portfolio Management & Special Projects

Engage merchants to up-sell and cross-sell bank products.

Drive early activation of newly acquired merchants.

Participate in cross-functional special projects.

Education:

Graduation/Post-Graduation/MBA.

Certifications:

None specified.

Key Competencies

Process orientation, team management, communication skills, adaptability, initiative.

Major Stakeholders

Customers/Merchants, Branch Banking Team, Operations.

About HDFC Bank

HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch

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