Job Description: Assistant Manager Operations - Financial Partnerships
Location: Gurugram
Department: Loyalty
Reports To: Chief Manager– Loyalty Partnerships
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Role Overview:
We are looking for a detail-oriented and proactive professional to support the operational management of financial partnerships, including co-brand credit card programs, for our airline loyalty program. The Assistant Manager will play a key role in ensuring smooth execution of day-to-day operations, maintaining data accuracy, and collaborating with partners and internal teams to deliver an exceptional customer experience.
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Key Responsibilities:
1. Day-to-Day Operations
- Support the operational processes for co-brand credit card programs, including customer onboarding, rewards accrual, and redemptions.
- Coordinate with banks, payment processors, and internal teams to resolve operational issues and ensure process efficiency.
- Assist in monitoring SLAs with financial partners and escalating issues as needed.
2. Data Management & Reconciliation
- Ensure timely and accurate reconciliation of loyalty points/miles accrual and redemption transactions with financial partners.
- Assist in generating periodic reports on operational performance and transactional accuracy.
- Collaborate with the finance team to monitor revenue-sharing payments and identify discrepancies.
3. Partner Support
- Act as the first point of contact for partners on operational queries and escalations.
- Support the implementation of changes or enhancements to operational processes with partners.
- Document and maintain process workflows for partner reference.
4. Customer Support Integration
- Work closely with the customer service team to address member issues related to financial partnerships, such as card-related disputes or rewards discrepancies.
- Prepare and update FAQs, training materials, and SOPs for the customer service team.
5. Compliance & Quality Assurance
- Ensure operational processes comply with regulatory and internal policies.
- Assist in audits and quality checks to maintain process integrity and customer satisfaction.
6. Process Improvement
- Identify opportunities for process improvements and assist in implementing solutions to enhance efficiency and accuracy.
- Provide feedback on recurring issues and suggest improvements to reduce operational bottlenecks.
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Key Qualifications:
- Education: Bachelor’s degree in Business, Operations, or a related field.
- Experience: 3-5 years of experience in operations management, financial partnerships, loyalty programs, or related fields.
Skills:
- Strong organizational and multitasking abilities.
- Proficiency in data management and reconciliation tools (e.g., Excel, CRM systems).
- Strong technical knowhow on APIs, data flows, integration setup between different systems.
- Excellent communication skills for partner and customer support coordination.
- Problem-solving mindset with attention to detail.
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Preferred Attributes:
- Experience in loyalty programs, Co-brand card operations, or financial product management.
- Familiarity with payment systems and financial reconciliation processes.
- Strong analytical skills with the ability to identify and resolve discrepancies.
