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