Manager - Service Delivery
HDFC Bank · Banking & Financial Services
- Puducherry
- On-site
- Posted today
- Operations & Supply Chain
About the job
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Job Title
Manager - Service Delivery
Business Unit
Merchant Services
Reporting To
Area / Regional Head
Job Function and Role Type
Service & Field Portfolio, Individual Contributor
Version No
2.0
Job Purpose
Manage customer service operations for POS, Ecommerce, and digital in-store products across large territories. Ensure service quality, process improvement, and compliance with regulatory standards.
Key Responsibilities
Asset Management
Ensure 100% efficiency in tracking terminal movement.
Update terminal movements in systems for all locations.
Coordinate with Sales for inventory management and service calls.
Chargeback & Retrieval Fulfillment
Manage end-to-end chargeback and retrieval processes.
Ensure 95% closure of disputes within stipulated timelines.
Complaint Management
Act as the single point of contact for merchant complaints.
Ensure all complaints are resolved within 24 hours.
Provide regular MIS updates to stakeholders.
Service Desk Management
Log and resolve merchant queries within set TATs.
Train and coach Helpdesk staff on processes and policies.
Ensure customer service standards are followed.
Satisfactory Internal Bank Audit
Adhere to all checks and processes for satisfactory audits.
Portfolio Management & Special Projects
Engage merchants to up-sell and cross-sell bank products.
Drive early activation of newly acquired merchants.
Participate in cross-functional special projects.
Education:
Graduation/Post-Graduation/MBA.
Certifications:
None specified.
Key Competencies
Process orientation, team management, communication skills, adaptability, initiative.
Major Stakeholders
Customers/Merchants, Branch Banking Team, Operations.