Job Description

Job Description: Process Manager â€ 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.