Director Payment Operations (Inbound)

What you will be doing:

• Managing a team of 600+ headcount in US and India
• Manage the Customer service inbound calls for Credit, Debit, Prepaid, Loyalty, Tokenization,
• Bill Pay
• Deliver all CSLs, SLAs
• Partner with Transition & Transformation teams
• Partner with COEs T, Q, WFM, BI

What you bring:

• Minimum 15 to 20 yrs of experience in call center for India and US delivery centers
• Experience required in US based client's delivery
• Experience in managing the span 500 to 750
• Experience in Payments & Customer Service Credit, Debit, Prepaid, Loyalty, Tokenization, Bill Pay
• Experience in Leading MBRs/QBRs with clients CSLs exp
• Should have been part of Transformation projects and has delivered projects which reduced
• AHT, HC or Volume
• Good Understanding of Operations, Training, QC and WFM metrics/benchmarks
• Experience in Leveraged pool delivery preferred not must have