Senior Executive

7 days ago

Gurugram Gurugram India SBI Card Full time

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, 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 - 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 effectively tracking and reporting agency performance metrics, conducting reviews as per agreed plan and ensuring delivery as per SLA for Central Verification process. Role Accountability - Ensure Process TAT, Accuracy , Timely Billing Closure - Coordinate with Location Managers & agencies for daily uploads - Monitor Agency compliance adherence (e.g. agreement, NDC, agency termination letter, Audit), achievement of TTV, and quick closure of escalation mails - Track TAT burst cases for priority closure, perform Decline Review & rectification on identified curable cases, map pin codes - Ensure timely revert on verification emails - Perform process documentation and compliance adherence Measures of Success - Operational SLAs (daily verification upload targets, back check accuracies, SVCL Coverage etc.) - TAT Adherence for uploads P(90) - Customer complaint resolution rate - Process Adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of Credit Processes Competencies critical to the role - Stakeholder Management - Process Orientation - Detail Orientation - Customer Orientation - Verbal and written Communication Qualification Graduate in any discipline Preferred Industry FSI

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