CX Operations (Visa ops experience mandatory)

About the Role:

As a CX Operations Lead- Visas, you will be responsible for overseeing the day-to-day activities of Visa business to ensure its smooth functioning. You will coordinate effectively between multiple internal and external teams and ensure governance of processes.

Key Responsibilities:

Operational Management:

- Oversee and manage daily operations for respective categories to ensure the seamless execution of activities

- Take ownership of day-to-day operational tasks, ensuring efficient workflow and timely resolution of issues

- Ensure daily/weekly data analysis and reporting of performance and insights.

- Own breach metrics for the respective categories and ensure that the defined goals are met

Team Collaboration and Coordination:

- Collaborate closely with internal and external teams to ensure smooth process execution and effective customer issue resolution

- Work with the Design team to showcase the number of customer contacts to internal stakeholders on key issues to get them prioritized.

- Work with the design team on new process changes and ensure SOPs are updated regularly.

- Maintain open communication with leaders to escalate and seek timely support for resolving any pending customer issues

Customer Escalations and Resolution:

- Work with the internal and external stakeholders to resolve escalated cases within agreed service-level agreements (SLAs).

- Take full ownership of resolving customer issues with the highest priority.

- Work with the design team to do RCAs on critical escalations and take corrective actions to avoid such escalations in the future

Process Improvement and Feedback:

- Monitor daily activities to identify process gaps and collaborate with the internal CX team to mitigate them

- Suggest changes to existing SOPs and Ops processes to increase efficiency and reduce errors

Skills & Qualifications:

- 6 - 8+ years of overall experience in a corporate or business environment

- Experience in the Travel and Credit Cards sector is a plus.

- Exceptional customer service abilities.

- Strong written and verbal communication skills, with the capability to convey complex concepts clearly and concisely.

- Ability to work independently as well as collaboratively with cross-functional teams.

- Proficiency in data analysis, trend identification, and basic tools such as Excel, Word, and PowerPoint, along with a solid understanding of tools and technology used by the Customer Experience team.

- Excellent project management and organizational skills, with the ability to handle multiple projects and meet deadlines.

- Strong time management skills, with the ability to prioritize tasks effectively.

- Effective problem-solving skills, including troubleshooting operational issues and optimizing processes and workflows.