Senior Manager

Job Description About Us JOB DESCRIPTION SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto Make Life Simple inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone. SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, color, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work. Join us to shape the future of digital payment in India and unlock your full potential. What's In It For YOU - SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees - Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees - Dynamic, Inclusive and Diverse team culture - Gender Neutral Policy - Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits - Commitment to the overall development of an employee through comprehensive learning & development framework Role Purpose Responsible for delivering on business metrics of portfolio resolution, norm, rollback and extraction/absolute recovery and ROR as per business operating plan through a team of Agency managers and Collection Vendors. Role Accountability - Devise vendor allocation strategy for the CD/region and ensure appropriate capacity addition basis future business inflows in line with ACR guidelines - Ensure adequate legal interventions on the portfolio - Ensure various critical segments as defined by business are reviewed and performance is driven on them - Conduct regular performance review with Vendors and Area collection managers for all critical metrics to track the portfolio health and performance trends - Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value - Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers - Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines - Reinforce compliance standards with area collection managers and vendors to drive adherence to code of conduct - Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies - Ensure all customer complaints received are closed within time frame - Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating - Ensure monthly cost provisions are reported as per timelines - Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes - In cases pertaining to Banca delinquencies, collaborate with partner bank branches in respective locations to track customers Measures of Success - Portfolio Coverage - Resolution Rate - Normalization/Roll back Rate - Settlement waiver rate - Absolute Recovery - Settlement waiver rate - Extraction Rate - ACM CAPE - ROR - Regulatory Customer complaint % - Vendor SVCL Audit adherence - Process adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of Collection Processes Competencies critical to the role - Analytical Ability - Stakeholder Management - Problem Solving - Result Orientation - Process Orientation Qualification Post-Graduate / Graduate in any discipline Preferred Industry FSI