Monitor & Manage Requests: Oversee complaints, requests, and inquiries through workflow systems and email channels, ensuring timely and effective resolution.

KPI & SLA Management: Ensure all key performance indicators (KPIs) and service level agreements (SLAs) related to complaints, requests, and inquiries are met.

Service Touchpoint Coordination: Act as a key contact for internal and external customers, liaising with IT teams for production support and issue resolution.

Operational Efficiency & Risk Management: Drive service excellence, risk mitigation, and resource productivity to maintain smooth operations.

Process & Service Enhancements: Continuously identify opportunities for process improvements and service enhancements to optimize operational performance.

Root Cause Analysis (RCA): Lead RCA initiatives for complaints, requests, and inquiries to prevent recurrence and improve overall customer experience.

Ability to work post business hours and during weekends-based business requirements.

Overall understanding of payments landscape.

Expertise in CMS, CRM, product management tools, automation and reporting tools.

Strong verbal and written communications.

3 years of experience in a bank with exposure to Customer Service and Operation.