Deputy Vice President

Job Description

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, 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 sales of various SBI Card products in an assigned Circle , with a span of 2-3 Networks, 6-8 Modules, 20-30 regions and 700-2000 branches, leading a large team of up to 20 FTEs, 900-3000 NFTEs, manning the branches and various other points of sales identified by the bank relationships. This role is also responsible for defining the location wise execution strategy in the circle, as well as managing key relationships with senior functionaries of partner banks.

Role Accountability

- Participate in annual banca sales/growth planning exercise, providing market inputs to aid in strategy formation
- Define and implement location-wise banca sales execution strategy within circle in conjunction with SBI circle CMC and senior functionaries of partner banks to drive achievement of overall organization objectives
- Establish a structured review mechanism with SBI/partner banks to review progress on goals and ensure timely course correction
- Build a strong network and a sustainable engagement routine to develop working relationships with all stakeholders across SBI, SBI JVs and Associates & Multiple Partner banks
- Devise and implement special segment/product/program focused campaigns to increase Branch employee engagement and productivity
- Explore potential locations for expansion and long term business growth
- Develop partner bank sourcing and alternate sourcing channels to supplement SBI branch led sourcing and contribute to future business growth
- Conduct branch potential mapping across surrogates/programs to tweak coverage strategy
- Organize SBI Connect events across levels in the circle to help enhance engagement levels and to motivate bank staff
- Liaison with other functional stakeholders (Operations, Customer Service etc.) to clear roadblocks and resolve escalations for the team
- Drive team to adopt all New Digital Initiatives of the company by ensuring quick knowledge cascade to extended sales teams by facilitating adequate trainings
- Streamline customer complaint management and redressal process at Branch level, ensuring all modes of customer service are effectively utilized in enhancing customer experience, such as Connect 2.0/ASM help line /Branch help line /walk-in service desk etc.
- Manage VIP customer referrals and handle escalations referred by SBI/partner banks
- Drive successful completion of various org-wide projects, such as KYC Compliance Of Existing Customer Base by Liaising with Operations Department & reaching out to Customers, Assisting Collections department in collections effort and advising Product/Marketing teams on suitable merchant tie-ups
- Drive alignment with SBI circle KAMs to augment corporate tie ups
- Ensure all Ops partnered process like RTB, ERT curing, ERT upsell/down sell processes are reviewed meticulously to derive optimal efficiencies
- Institutionalize and monitor adherence to periodic team connects/reviews cadence
- Ensure team members and internal processes comply with all regulatory and business compliance guidelines

Measures of Success

- MOU Targets: New Accounts, Premium Accounts, Insurance cross-sell, COA, 4MOB Attrition %, Digital Sourcing %
- % of FTEs achieving their targets
- FTE/NFTE Productivity
- Shikhar /Pratham Leads Conversion %
- Voice Of Customers
- Effective complaint channelizing and resolution on escalations emanating from SBI and Partners banks
- Process adherence as per MOU

Technical Skills / Experience / Certifications

- Knowledge of credit card industry landscape
- Understanding of P&L and impact of various metrics/parameters on the bottom-line

Competencies critical to the role

- Customer Orientation
- Relationship Management
- Analytical ability
- Result Orientation
- Planning & Organizing
- People Management

Qualification

Post Graduate in any discipline

Preferred Industry

BFSI/Telecom/Any retail sales FMCG, CD etc.