Description

Job Description: Process Manager – 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

- Valuable 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.

Responsibilities

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Qualifications

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📌 Process Manager_CREDIT CARD_0233_1288_1094564_HRR (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai