India

Manager - Payment Card Operations & Customer Service

About this Role

WadzPay is seeking a highly experienced and results-driven Manager – Payment Card Operations & Customer Service to lead our team in India. You'll be responsible for overseeing the entire lifecycle of our prepaid cards, from issuance to customer support and fraud prevention. This is a critical leadership position focused on ensuring operational efficiency, compliance, and, most importantly, achieving outstanding customer satisfaction. You will be a key player in optimizing processes, managing a large volume of service requests, and acting as the customer's advocate within the company.

KEY RESPONSIBILITIES

  • Operations Management: Direct day-to-day operations and manage the full lifecycle of prepaid cards, including issuance, blocking/unblocking, and handling customer requests and declines.
  • Customer Service Excellence: Lead and measure customer service initiatives, manage service requests, and define tools and KPIs toensure a high-quality customer experience.
  • Process & Procedure: Develop, implement, andmanage trouble shooting processes and procedures to drive efficiency and high customer satisfaction.
  • Compliance& Risk: Ensure all processes adhere to standard operating procedures (SOPs) and payment scheme regulations. Monitor for fraudulent activities and minimize operational risk.
  • Team Leadership: Build and manage a high-performing team, providing a motivating work environment and addressing any internal or external disputes.
  • Cross-Functional Collaboration: Work closely with sales,product, IT, compliance, and financial institutions to support new product launches and resolve operational issues.
  • Data & Reporting: Use data analytics to forecast contact volumes, identify trends, and develop staffing requirements. Create and publish "voice of customer" reports to drive insights across the company.
  • Community Management: Take ownership of customer community forums, FAQs, and ambassador programs.

SKILLS REQUIRED

  • Payment Systems Expertise: Deep knowledge and understanding of payment systems and transaction processing.
  • Operational Management: Proven ability to manageand optimize operations with a strong focus on KPIs and SLAs.
  • Technical Acumen: Good knowledge of deployment and AWS administration. L1 and L2 trouble shooting skills for Java/.NET applications.
  • Problem-Solving: Exception alability to identify and resolve complex payment-related issues and operational challenges.
  • Analytical Skills: Strong financial and data analysis skills to monitor performance and identify trends.
  • SupportTools: At least 7+ years of experience with customer support platforms such as Freshdesk, Zendesk, Zohodesk, or Hubspot.

PREFERRED QUALIFICATIONS

  • 15+ years in leadership roles within a 24x365 customer-facing support environment.
  • Experience in the payments industry with both B2B and B2C models.
  • Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, Visio, and Project.

BEHAVIOURAL & SOFT SKILLS

  • Leadership: Effective leadership and people management skills, with a focus on developing diverse, high-performing teams.
  • Communication: Excellent communication skills with a strong executive presence.
  • Collaboration: A natural collaborator comfortable working across multiple internal and external organizations.
  • Adaptability: Disciplined and comfortable with ambiguity, capable of navigating a fast-paced startup environment.
  • CustomerAdvocacy: The ability to act as the voice of the customer and drive customer insights through out the company.

LOCATION: INDIA

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