Assistant Manager

Job Description

About Us

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 all operations related deliverables for insurance and cross-sell vertical

Role Accountability

1. Manage Processing and Issuance of assigned Insurance & Cross-sell new sales - Lead/Call File generation, Premium Debits, Policy Issuance, Dispatch within defined Turn Around Time & Accuracy
2. Manage Processing and Issuance of assigned Insurance & Cross-sell Renewal Sales - Eligible Customer Base, Premium Debits, Policy Issuance, Dispatch within defined Turn Around Time & Accuracy
3. Ensure meeting all Regulatory compliance & guidelines with respect to individual products & sales processes assigned. IRDA, RBI, TRAI etc. norms
4. Maintain and provide all data and requirements to auditors in prescribed format
5. Ensure compliance to all regulatory prescribed processes, guidelines and SLAs by RBI, IRDAI for all respective processes assigned
6. Handle all assigned Quality & Internal Control metrics defined for respective processes - Cancellations, Complaints, Mis-sell, Quality score cards, Fatal error report etc.
7. Provide data analytics support to sales & TM teams
8. Ensure publishing of assigned MIS, Reports & Updates on Sales, Quality, Customer Services & Claim management on defined regular intervals with defined accuracy
9. Maintain all assigned records as per regulatory requirements. Ensure all regulations & guidelines by IRDA, RBI & TRAI is being adhered to in terms on record keeping
10. Manage all assigned customer service queries within defined TAT benchmarks
11. Manage all assigned customer complaints & escalations received from all channels. Doing RCA, liaison with partners for speedy resolution & providing necessary feedback to sales team basis observations/trends
12. Manage all assigned insurance claims related queries. Liaison with insurance partners for claim settlement, communication to customers & maintenance of records
13. Lead vendor and partner management - commission income invoicing, income reconciliation & record keeping
14. Ensure all assigned process are documented and updated in insurance manual
15. Ensure all assigned premium remittances to insurer, vendor payment & recon of all such payments
16. Work with technology and marketing analytics teams to automate reports and processes
17. Ensure process documentation and compliance adherence

Measures of Success

1. Achievement of agreed SLAs & targets on all operations parameters
2. No adverse observation in internal, external and regulatory audits
3. Adherence to all customer services metrics
4. Efficiency of insurance premium debits & policy issuance
5. No discrepancy in payment reconciliation & timely premium remittance
6. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Strong data management, MS excel, SQL skills
2. Report building and management
3. Experience in Automation of processes
4. Experience in Large processing operations
5. Experience in managing SLAs and Turn Around Time for processes

Competencies critical to the role

1. Stakeholder Management
2. Teamwork and collaboration
3. Analytical ability
4. High impact Communication

Qualification

Post-graduate or Graduate in any discipline

Preferred Industry

BFSI