Manager - Service Delivery

Location: Puducherry

Experience: 4 - 10 Years

Business Unit: Merchant Services

Job Type: Permanent

Openings: 1

Manager - Service Delivery

Merchant Services

Area / Regional Head

Service & Field Portfolio, Individual Contributor

2.0

Manage customer service operations for POS, Ecommerce, and digital in-store products across large territories. Ensure service quality, process improvement, and compliance with regulatory standards.

Ensure 100% efficiency in tracking terminal movement.

Update terminal movements in systems for all locations.

Coordinate with Sales for inventory management and service calls.

Manage end-to-end chargeback and retrieval processes.

Ensure 95% closure of disputes within stipulated timelines.

Act as the single point of contact for merchant complaints.

Ensure all complaints are resolved within 24 hours.

Provide regular MIS updates to stakeholders.

Log and resolve merchant queries within set TATs.

Train and coach Helpdesk staff on processes and policies.

Ensure customer service standards are followed.

Adhere to all checks and processes for satisfactory audits.

Engage merchants to up-sell and cross-sell bank products.

Drive early activation of newly acquired merchants.

Participate in cross-functional special projects.

Graduation/Post-Graduation/MBA.

None specified.

Process orientation, team management, communication skills, adaptability, initiative.

Customers/Merchants, Branch Banking Team, Operations.