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.