Associate Product Manager-Credit Cards
Location
Mumbai | India
Job description
Role/ Job Title: Associate Product Manager
Function/ Department: Credit Cards
Job Purpose:
Handling customer queries and complaints received from various channels. Ensuring resolution within TAT. Identifying and highlighting process / technology / people level gaps for projects to be initiated
Roles & Responsibilities:
- Responsible for handling customer queries/ complaints received from various channels
- To assist service groups to assign the queries to concerned team
- Ensures queries are reverted by the required stakeholders and not breaching the TATs
- To maintain record of critical queries and complaints beyond TAT and highlighting to seniors to identify the gaps and opportunity for process enhancements.
- To Raise incidents for technical issues identified and maintaining MIS of the same to be published regularly
- Develop new and unique ways to improve operations of the organization
- Through various ways such as calls listening, Customer VOC, identify the process / people / technology gaps to be fixed
- To coordinate the completion and delivery of the tasks allocated
- To ensure important information is cascaded to service teams and relevant stakeholders and training is imparted
- Review knowledge article and timely update as per recent developments
- Maintaining monthly track of complaints received and classifying the same for further analysis
Education Qualification :
Graduation: Any Graduate
Experience :2 to 5 years of experience
Job tags
Salary