AVC:Program Manager CC-Acquisition

The role of a Program Manager for Credit Card Acquisition for AVC is to oversee the development and implementation of credit card acquisition programs through the call center channel. This includes managing a team of sales agents to meet acquisition targets, developing and implementing sales and marketing campaigns to drive customer acquisition, and monitoring and analyzing call center metrics to identify areas for improvement. The Program Manager is also responsible for developing and managing budgets and financial plans to support acquisition goals, managing relationships with credit card issuers and other stakeholders, and ensuring compliance with all relevant laws and regulations. The Program Manager should have strong sales and marketing skills, excellent communication and interpersonal skills, and the ability to work in a fast-paced environment. In addition, they must have experience in program management, including project planning, execution, and monitoring.

Ensuring that processes are compliant with regulatory guidelines and help in improving customer experience and achieving business goals

Work under the guidance of the Process Excellence Lead to identify improvement opportunities across verticals through, process mapping, metrics analysis, benchmarking, VOCs, etc.

Study existing processes critically from a customer experience perspective across all stages and touch-points in assisted digital customer journey

Deep dive to breakdown End to End process to proactively identify automation/improvement opportunities and create automation/transformation roadmap

Ensure the business impact and project objectives/dependencies are identified, reported on and managed at all times.

Drive change initiatives from evolution/efficiency identification through to project delivery.

Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance

Education (Graduate) 10+2+3, preferably with specialization in Human Resources Management

Experience (6+ years in Process Excellence or related function)

3-5 years of relevant work experience (preferably in contact centre)

Leadership skills

Inter personal skills

Analytical skills Sound knowledge of retail banking products and Process

Knowledge of digital banking channels like, Internet Banking, Mobile App.