Senior Manager

3 weeks ago


Gurugram Gurugram India SBI Card Full time

Job Description

About Us

JOB DESCRIPTION

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 managing the User Interface design and Customer experience on SBI Card front-end Digital platforms (Mobile App, Website, WhatsApp) and the strategic roadmap for the growth of the Digital channels.

Role Accountability

- Define and design the user journeys for new products, services and enhancements with unified customer experience for SBI Card Digital channels
- Define, prioritize and execute enhancement projects on Digital channels in collaboration with Technology team and cross functional business stakeholder teams viz. Marketing, IT, Operations, Risk, InfoSec, Legal & Compliance etc.
- Work closely with internal business teams to collect, plan and prioritize the requirements for development and enhancement of functionalities on SBI Card Digital channels
- Manage Mobile App/Website integration projects for delivery of UI/UX designs, use-cases handling and testing of the features before customer release. Work with the UI Design agencies on user experience and interface design for Mobile App/Website functionalities.
- Manage the business testing phase of all new developments on the Digital channels with respect to UI/UX/customer journey and manage the customer release on Play Store / App Store / Web platforms
- Work towards enhancing the penetration of all Digital channels on the overall portfolio (increase Digital adoption / penetration)
- Continuously look for and evaluate opportunities to improve / enhance customer experience and self-servicing capabilities on Digital channels
- Keep track of customer reviews, ratings for Mobile App on App Store and Play Store
- Monitor performance of Digital channels, conduct competition strength analysis and make necessary changes to increase penetration / usage of the Digital channels for our cardholders
- Use Digital Analytics tools to track digital footprint of customers on the channels - track user behavior, usage and drop-outs at various stages of the customer journey on the platforms
- Drive and Manage digital marketing campaigns for increasing penetration and customer engagement on Digital platforms
- Drive and manage implementation of Personalization tools on Digital platforms to improve customer engagement
- Regular competition analysis and feature benchmarking to track performance of Digital channels compared to other players in the industry.
- Design communication calendar and manage customer engagement through the Push notifications platform (applicable for Mobile App channel)
- Work towards increasing organic website traffic and improvement in search rankings both Brand and Generic keywords (applicable for Website channel)
- Ensure process documentation and compliance adherence

Measures of Success

- Increase in Mobile App / Website / WhatsApp active penetration at portfolio level
- Timely and accurate implementation of new features / enhancements / projects on Digital channels along with comprehensive testing before customer go-live
- Usage and business impact of all key functionalities introduced on Digital channels
- Improvement in Mobile App ratings on Play Store / App Store (applicable for Mobile App)
- Seamless usage of Push notifications communication platform for promoting products / services / offers (applicable for Mobile App)
- SEO KPIs: Organic traffic growth, search keywords ranking (applicable for Website)
- Process Adherence as per MOU

Technical Skills / Experience / Certifications

- Experience in Digital Projects planning, execution and Project Management
- Knowledge and experience in Digital Analytics- Adobe Omniture/Google Analytics
- Deep understanding of functioning of Digital channels and creation of user journeys on these channels
- Understanding of Digital metrics and ability to generate, analyze and interpret data.
- Deep customer focus and experience with researching and determining customer needs and Agency Management
- Extensive knowledge of competition and demonstrate external focus to remain strongly competitive in the market

Competencies critical to the role

- High impact communication
- Customer Orientation
- Detail Orientation
- Planning and Organizing

Qualification

MBA in any stream

Preferred Industry

BFSI



  • Gurugram, Gurugram, India Unicommerce Full time

    Job Description Role: Senior Manager Finance (Operations, Controllership & Audits) 1. Finance Operations Management - Oversee end-to-end finance operations, including accounts payable, accounts receivable, payroll, treasury, and general ledger. - Ensure timely and accurate month-end, quarter-end, and year-end closing. - Drive process improvements and...

  • Senior Sales Manager

    2 weeks ago


    Gurugram, Gurugram, India Compass Horizon Full time

    Job Description Company Description Compass Horizon is a premier real estate consultancy and investment advisory firm headquartered in Gurugram, India. We specialize in delivering comprehensive real estate solutions for both residential and commercial sectors, guiding clients through property investment for optimal returns. With a team of seasoned...

  • Key Account Manager

    1 week ago


    Gurugram, New Delhi, India Antara Senior Care Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job descriptionRole - Key Account Manager - Hospital SalesLocation: Gurgaon, Sector 44Organization: Antara Senior Care (Max Group)About Antara Senior CareAntara Senior Care is a part of the Max Group, a renowned name in healthcare and allied services. At Antara, we are committed to redefining senior care in India through thoughtfully designed residential...


  • Gurugram, Gurugram, India Sprinklr Full time

    Job Description Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world,...


  • Gurugram, Gurugram, India CJ Darcl Logistics Ltd. Full time

    Job Description Company Description CJ Darcl Logistics, backed by CJ Logistics, is India's leading multimodal service provider offering comprehensive logistics solutions across road, rail, air, ocean, and warehousing. With a substantial turnover and a vast network encompassing thousands of locations, CJ Darcl Logistics ensures reliability and efficiency...


  • Gurugram, Gurugram, India Varaha Full time

    Job Description Senior Project Manager - Science Position Overview We are seeking a Senior Project Manager - Science to lead impactful projects in soil science, crop systems, forestry, and carbon management. This on-site role involves managing fieldwork, analyzing data, and contributing to sustainable solutions in carbon markets. Candidates who are...

  • Senior Manager

    2 days ago


    Gurugram, Gurugram, India Urban Company Full time

    Job Description Job location: Dubai (United Arab Emirates) Company Description: Urban Company is Asia's largest technology marketplace for home services, offering services such as beauty & spa at home, cleaning, plumbing, carpentry, appliance repair, and painting. With a vision to empower professionals worldwide, the company operates in 50+ cities in India,...

  • Senior Manager

    6 days ago


    Gurugram, Gurugram, India Bank of America Full time

    Job Description Job Description: About us* At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a...


  • Gurugram, Gurugram, India Shipsy Full time

    Job Description Job Overview At Shipsy, the HR department is known as People Success to reinforce our People First culture. As a Talent Acquisition Manager, you will be a key driver in building our global workforce, ensuring we attract and retain top-tier talent to support our ambitious expansion from globally. You will champion a Culture First approach in...


  • Gurugram, Gurugram, India Alvarez & Marsal Full time

    Job Description Description Company Profile: Alvarez & Marsal is a leading global professional services firm specializing in providing turnaround management, performance improvement and corporate advisory services. With over 9000 professionals based across North America, Europe, Asia, and Latin America, our firm excels in problem solving and value creation....