Senior 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, 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

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 sales of various SBI Card products in an assigned geography, usually a spread of 1 or more SBI Modules comprising of 5-10 SBI regions and 200-400 branches of an SBI Circle, managing a group of 2-4 ASMs and extended team of NFTEs comprising of Branch Relationship Executives (BRE), Branch Relationship Managers (BRMs/TLs), Unit Managers and Back end team. The role is also responsible to act as a controller of business growth, channel relationship manager and a trainer to onboard and prepare a strong team of front line sales managers of SBI Cards.

Role Accountability

1. Drive execution of location-wise banca sales execution strategy within assigned geography to drive achievement of overall organization objectives
2. Maintain good working relationships at module level with key stakeholders across SBI, SBI JVs and Associates & Multiple Partner banks by addressing concerns & providing priority service
3. Drive execution of special segment/product/program focused campaigns in assigned geography
4. Assess manpower requirements in assigned geography considering MOU & budgets and work with workforce effectiveness to ensure adequate staffing levels
5. Be responsible for hiring, productivity and performance management of ASMs and NFTEs in assigned area
6. Mentor and coach ASMs to take up larger responsibilities and develop a healthy succession pipeline
7. Liaison with other functional stakeholders (Operations, Customer Service etc.) to clear roadblocks and resolve escalations for the team
8. Ensure regular NHOs/Refreshers & Product based Trainings for the team to enhance productivity
9. Drive team to adopt all New Digital Initiatives of the company by ensuring quick knowledge cascade to extended sales teams by facilitating adequate trainings
10. Attend Module/Region P Reviews & share relevant data points/ inputs to create a positive brand Image amongst SBI stakeholders
11. Escalate open customer issues with all concerned departments for early redressal
12. Drive a culture of customer centricity amongst the team, 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.
13. Identify and finalize PSA office locations in assigned geography and monitor operational adherence and expense management at these offices
14. Closely monitor metrics such as Sourcing Mix, Approval Rate, Inflow rate, Processing rate, & Dispatch rate of Applications to track and enhance NFTE productivity and business opportunities
15. Provide support to internal departments in completion of various 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
16. Drive periodic team connects/reviews cadence, conducting regular visits to RBOs & Local Offices of Partner Banks to ensure the same
17. Ensure timely preparation and dissemination of relevant reports /MIS to SBI Stakeholders (Cross Sell/Regions/Modules & Networks)
18. Organize periodic service camps in upcountry markets in coordination with CS department to reinforce customer & Stakeholder Confidence
19. Ensure team members and internal processes comply with all regulatory and business compliance guidelines

Measures of Success

1. MOU Targets: New Accounts, Premium Accounts, Insurance cross-sell, COA, 4MOB Attrition %, Digital Sourcing %
2. % of FTEs achieving their targets
3. Sankarma / Shikhar /Pratham Leads Conversion %
4. Voice of Customer
5. Process adherence as per MOU
6. Effective complaint channelizing and resolution on escalations emanating from SBI and Partners banks

Technical Skills / Experience / Certifications

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

Competencies critical to the role

1. People Management
2. Analytical Ability
3. Customer Orientation
4. Relationship Management
5. Result Orientation

Qualification

Graduate in any discipline, post graduate preferred

Preferred Industry

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