Manager - Customer Service (Vendor Management)

Job Description About the company 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, colour, 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 1. 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 2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees 3. Dynamic, Inclusive and Diverse team culture 4. Gender Neutral Policy 5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits 6. Commitment to the overall development of an employee through comprehensive learning & development framework Role Purpose Responsible for managing Omni Channels of Customer Services operating in Outsource Sites. Role Accountability 1. Drive governance of all Business KPIs at partner site and ensure month on month delivery against the Monthly Targets assigned to the Partner 2. Oversee timely and satisfactory resolution of service delivery incidents and raise red flag on agent/process errors, review RCAs for customer escalations 3. Drive increase in profitability by leveraging on Cross Sell, upsell, efficiency, Retention, Onboarding, increase in addon sales, through voice and non voice processes 4. Lead entire vendor management process by overseeing seamless execution of partner operational items viz. timely creation of IDs, invoice payments, LOA approval 5. Partner with relevant stakeholders to understand performance improvement opportunities & collaborate with the resp. stakeholders on implementation of appropriate action plan 6. Benchmark best practices and create knowledge repository through digital and SME teams conduct audits and identify process gaps, update the same and ensure dissemination to partners and upload on KM 7. Ensure good working relationships between the vendor partner and the organization 8. Manage WFH / WFO basis the proctoring tools / Quality errors/ CCRP validation, financial loss recovery from vendor 9. Ensure process documentation and compliance adherence Measures of Success 1. Achievement of defined SLAs (TAT, Average Handling Time, Call response rate, Call quality) 2. Agent Productivity 3. S2S Revenue as per agreed MOU 4. Customer Retention target 5. Timely and accurate MIS / business dashboard 6. Process Adherence as per MOU Technical Skills / Experience / Certifications 1. Understanding of card lifecycle management processes 2. Understanding of upstream/downstream process understanding impacting customers Competencies critical to the role 1. Relationship Building 2. Problem-solving 3. Vendor Management Qualification Graduate in any discipline Preferred Industry FSI