Sr. Manager - Renewals (CRM & Dialer Management)

Job Summary:

We are seeking a highly skilled and experienced Senior Manager for our Digital Payments division. This individual will be responsible for overseeing the integration of payment gateways, ensuring accurate financial reconciliations, and leading the automation of communication processes within the digital payment ecosystem. The Senior Manager will work cross-functionally with various teams to streamline payment operations, ensure regulatory compliance, and drive innovative solutions to enhance the customer payment experience.

Key Responsibilities

Payment Gateway Integration & Management:

Oversee and manage the integration of multiple payment gateways and platforms.

Ensure seamless communication and connectivity between internal systems and third-party payment providers.

Troubleshoot and resolve issues related to payment gateway operations.

Work with external payment service providers to integrate new payment methods and enhance existing solutions.

Financial Reconciliations & Reporting:

Lead the reconciliation of digital payments, ensuring all transactions are accurately recorded and matched across various platforms.

Work closely with the finance team to ensure discrepancies in payments and settlements are resolved in a timely manner.

Generate and analyze regular reports on payment activities, performance, and trends, presenting key insights to senior leadership.

Implement best practices for efficient financial closing and reconciliation processes.

Stakeholder & Vendor Management:

Manage relationships with key stakeholders, including payment processors, banks, and third-party vendors.

Serve as the primary point of contact for any escalations or issues related to digital payments.

Negotiate contracts and service level agreements (SLAs) with vendors to ensure high-quality services.

Communication Automation & Process Improvement:

Drive the automation of communication processes, including notifications, alerts, and reporting, to enhance the efficiency and accuracy of payment-related communication.

Collaborate with IT and business teams to develop automated workflows for payment confirmations, refunds, chargebacks, and other financial communications.

Continuously evaluate and optimize the payment communication infrastructure, ensuring smooth customer experiences across multiple touchpoints.

Measure of Success:

BRD creation & UAT testing for Payment Integrations

Number of process improvement initiatives taken

Automation of check points to ensure process functionality

Timely completion of the BRDs and CBAs.

Review of FSDs and sign-off.

Successful creation of UAT test scenarios & sign-off from relevant stakeholders.

Successful completion of UAT test scenarios.

Value realization of initiatives taken.

Timely updating of task status and sharing with stakeholders.

Key Responsibilities

Payment Gateway Integration & Management:

Oversee and manage the integration of multiple payment gateways and platforms.

Ensure seamless communication and connectivity between internal systems and third-party payment providers.

Troubleshoot and resolve issues related to payment gateway operations.

Work with external payment service providers to integrate new payment methods and enhance existing solutions.

Financial Reconciliations & Reporting:

Lead the reconciliation of digital payments, ensuring all transactions are accurately recorded and matched across various platforms.

Work closely with the finance team to ensure discrepancies in payments and settlements are resolved in a timely manner.

Generate and analyze regular reports on payment activities, performance, and trends, presenting key insights to senior leadership.

Implement best practices for efficient financial closing and reconciliation processes.

Stakeholder & Vendor Management:

Manage relationships with key stakeholders, including payment processors, banks, and third-party vendors.

Serve as the primary point of contact for any escalations or issues related to digital payments.

Negotiate contracts and service level agreements (SLAs) with vendors to ensure high-quality services.

Communication Automation & Process Improvement:

Drive the automation of communication processes, including notifications, alerts, and reporting, to enhance the efficiency and accuracy of payment-related communication.

Collaborate with IT and business teams to develop automated workflows for payment confirmations, refunds, chargebacks, and other financial communications.

Continuously evaluate and optimize the payment communication infrastructure, ensuring smooth customer experiences across multiple touchpoints.

Measure of Success:

BRD creation & UAT testing for Payment Integrations

Number of process improvement initiatives taken

Automation of check points to ensure process functionality

Timely completion of the BRDs and CBAs.

Review of FSDs and sign-off.

Successful creation of UAT test scenarios & sign-off from relevant stakeholders.

Successful completion of UAT test scenarios.

Value realization of initiatives taken.

Timely updating of task status and sharing with stakeholders.

Core knowledge of Communication automation systems

Successful Implementation of communication automation logics.

Desired qualifications and experience:

Post Graduate in Management preferred.

Must have a minimum of 8-15 years experience, of which at least 2-4 years should have been spent in Operations and / or Customer Service.

Experience in Ingenium & Mymoney systems, Life Insurance products is a Plus.

Skills:

Sound Knowledge of front end Operations Model. Very Strong communication skills: Ability to express ideas clearly and persuasively. Execution ability; Effectiveness in planning and organizing activities of himself and team members; exceptional energy, drive and People Management Skills