Process Manager - Credit Cards (AVP)

Role & responsibilities :

Responsible for driving process excellence across the credit cards value chain, including acquisition, underwriting, fulfilment, portfolio management, and servicing. This role focuses on improving operational efficiency, enhancing customer experience, ensuring compliance, and implementing scalable processes to support business growth.

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Process Management & Optimization

• Lead endtoend process improvements across credit card operations.
• Identify gaps, bottlenecks, and automation opportunities.
• Implement standardized workflows to improve TAT and accuracy.
• Drive adoption of digital initiatives and process reengineering.

2. Policy & Compliance Management

• Ensure adherence to regulatory guidelines (RBI) and internal policies.
• Partner with risk, compliance, and audit teams for periodic reviews.
• Maintain robust process documentation, SOPs, and governance controls.

3. Stakeholder Management

• Liaise with product, risk, technology, operations, and customer experience teams.
• Collaborate with vendors, partners, and outsourced service providers.
• Manage crossfunctional forums to track process KPIs and improvements.

4. Customer Experience & Service Delivery

• Monitor customer journeys and identify areas for service enhancement.
• Reduce complaints, service escalations, and repeat issues.
• Ensure smooth execution of card issuance, activation, and servicing processes.

5. Data Analysis & Reporting

• Analyze process metrics, operational performance, and productivity trends.
• Provide insights for strategic decisionmaking.
• Track KPIs such as TAT, error rates, cost per account, and customer satisfaction.

6. Risk Controls & Quality

• Strengthen control checks and exception management processes.
• Drive periodic audits, quality checks, and compliance testing.
• Implement preventive controls to reduce operational risks.