Job Description

Job Description: Process Manager – Credit Cards

Location: As per business requirement

Role Purpose

The Process Manager will be responsible for managing and improving end-to-end Credit Card processes, ensuring efficient service delivery, process compliance, risk control, and a strong customer experience.

Key Responsibilities

• Manage day-to-day Credit Card processes and operations, ensuring adherence to defined policies and procedures.
• Oversee key card lifecycle processes such as card issuance, activation, transaction processing, payments and servicing. ]
• Monitor operational controls, process compliance and associated risks.
• Identify process gaps and implement improvements to enhance operational efficiency.
• Coordinate with relevant internal teams for timely resolution of operational and customer-related issues.
• Monitor Credit Card payment processing, reconciliation, adjustments and related MIS wherever applicable.
• Handle escalations and ensure timely resolution of customer/service-related concerns.
• Track process performance and prepare periodic MIS/reports for management review.
• Work closely with Business, Operations, Risk, Compliance, Technology and other stakeholders for process improvements.
• Support implementation of new Credit Card processes, system enhancements and operational controls.
• Ensure adherence to applicable regulatory requirements and internal banking policies.

Key Skills

• Good understanding of Credit Card operations and lifecycle
• Process management and operational control
• Analytical and problem-solving skills
• Risk and compliance orientation
• MIS and reporting capabilities
• Stakeholder management
• Strong communication and coordination skills
• Customer-focused approach
• Ability to identify and drive process improvements

Preferred Candidate Profile

• Graduate/Postgraduate from a recognized institution.
• Relevant experience in Credit Cards / Cards Operations / Banking Operations / Process Management.
• Candidates with exposure to credit card issuance, servicing, payments, reconciliation, disputes or transaction processing would be preferred.
• Prior experience managing processes, stakeholders or a team would be advantageous.