Service Delivery Manager - Digital Credit Cards

Role & responsibilities

The role is required to transform and enhance the service standards by testing our Turbo Digital Product end to end before rollout for Credit Cards. As the bank is preparing to implement digital credit card business in addition to the existing set up, this role requires through knowledge of the credit card business, matching the existing process in the bank for credit cards and detailing requirements to build the Turbo digital journey from the start. This role is key for ensuring that the demands of digital products and services are met with. This role requires review of the detailed processes with the vendor on customer service and other parameters. The TATs for each of the service levels are reviewed. Customer communications to be reviewed for the credit card digital journey Complaint and Root cause analysis of escalated complaints. Tracking of Complaint/Query/Request of tickets logged by Vendor and Bank. Enable self-service for customers within the design of the new product/processes launched. Define and review the service delivery standards as agreed in the SLA. End to end TATs for all deliverables are tracked and published to Senior Management.
This is a strategic role which will help the bank to bring a paradigm shift in the service experience for the customers through end-to-end credit card digital servicing.

Preferred candidate profile