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Manager - Service Delivery Apply

1.00 to 2.00 Years   Ludhiana   18 Jun, 2023
HDFC Bank Ltd
Job LocationLudhiana
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    • Sr
    • NoKey Deliverable areasRemarks1Asset ManagementEnsure 100 % efficiency in tracking terminal movement
    • Ensure that are terminal movement are appropriately are updated in the system in Location/Regions
    • Ensure Version control and all terminals are deployed with appropriate application
    • Working in close Coordination with Sales unit and ensure appropriate Inventory management for timely installation and closure of service calls2Charge bank & Retrieval FulfillmentManage the process of charge back and Retrieval end to end
    • All dispute are being monitored for closure within the stipulated time period of franchisees95% of both chargeback and Retrieval to be closed as response3Complaint ManagementAct as a single point of contact for all complaints for merchant service team for the Location/regionsMonitor closure for all escalated complaints logged through all touch points like MD, PNO, BO etc
    • All complaints to be closed within 24 hoursRegular MIS to all stake holder to ensure update timely closureReview quality of closure and response being sent to merchants for complaintsAll service calls to be closed within the benchmark set by the management
    • 4Service desk ManagementIs responsible for all aspects of Service desk operation
    • Ensure that all queries raised by merchants are logged as per the set process and resolved within the set TATs
    • Service Manager will plan, direct and coordinate various aspects of his operating area
    • He will ensure that operations run smoothly and according to processes of the bankService Manager will ensure that standards and protocols of customer service at their specific Location/Regions are followed by Help desk staffResponsible for training, coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality
    • Helpdesk staff is adequately trained on the existing processes and new processes
    • 5Satisfactory Internal Bank auditAudit done by the bank audit team needs to be satisfactory since these all checks would have been done6Portfolio Management &Special; ProjectsEnsure merchant better engagement in order to up-sell core payment products and cross sell various products offered by the bank
    • Portfolio management drive for early activation for the newly acquired merchants and assistance on activating NIL merchantsService Manager will also participate in special projects that are being executed in the department which involves representation from cross functions
    ,

Keyskills :
misservice desk managementteam management skillsbank audit

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