Cash & Card Operations Lead - Vice President

Job description

Are you looking for a leadership role within Cash & Card Operations? As a Cash & Cards Operations Lead - Vice President you will be responsible for Cash & Card Operations which is a team that oversees accurate and timely processing and resolution of all payment related enquiries. The scope of work of the team includes working on escalated customer queries received through the Contact Centre and working with product development squads to identify / escalate any potential bugs/defects from investigations and assist with resolution. Key Responsibilities: - Manage a team of 18-20 members with 4-6 direct reports - Provide direction and guidance to the managers on process queries resolution in accordance with local, state, and federal guidelines. - Work /monitor all escalations on cases and work towards resolution. Liaise with business partners/key stake holders to identify / escalate / resolve process issues / outages - Complete ownership of process deliverables and ensure the team meets timeliness & accuracy SLAs - Guide team’s focus on customer experience and work towards reducing negative customer impacts - Identify methods to increase Straight Through Processing (STP) by reduction o...