Deputy Manager

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:

1. Wing-to-wing management of the sales complaint's resolution process.
2. Wing-to-wing management of the Refuse to Accept Retention Process.
3. Escalation Management & resolution process for Sales Issues
4. Ensuring transactions & BFD calls are monitored to ensure accuracy and feedback to agents for errors

Role Accountability

1. Manage Sales customer complaint resolution, ensuring effective resolution to provide a great customer experience
2. Conduct capacity planning basis trend analysis of inflow volumes to ensure appropriate staffing of agents across processes managed
3. Coordinate with CS for getting Sales complaints data for the CCRP Process ensuring that the cases where backcheck call logs are received from sales are accurately validated within TAT
4. Identify Back Check Call Defect, No Back check Call, Miscommunication Feature SR cases for BFD Process ensuring adequate attempts are made for contact as per process before resolving this as a NC case and final remarks are updated in Cardone before closing
5. Analyze customer calling processes to identify conversion opportunities from manual dialing to dialer-based processes for enhanced efficiency
6. Conduct comprehensive Product refresher training for internal card one calling ensuring that the right product information in passed on to the customer
7. Coordinate with stakeholders on customer concerns on issues Like:-- CPP Cancelation, Card upgradation / Degradation Related Issues &Annual Fee related issues
8. Ensure process documentation and compliance adherence

Measures of Success

1. SR TAT Burst
2. TAT Adherence
3. Agent Productivity
4. Process Accuracy %
5. Process Adherence as per MOU

Technical Skills / Experience / Certifications

Excellent understanding of Credit Card Sales & Operations process / audit and compliance policies

Competencies critical to the role

1. Stakeholder management
2. Analytical ability
3. Detail Orientation
4. Strategic Orientation

Qualification

Graduate in any discipline

Preferred Industry

FSI

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