Senior Executive

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

1. Responsible for management of all QRC, Complaints, Escalation management, RCA Management, Fraud management & Process improvement
2. The role is also responsible for Implementation of key process improvements basis the RCAs identified

Role Accountability

1. Wing to Wing tracking of Card Delivery Complaints -CCRP/Escalations
2. Investigate and raise red flags on customer queries/complaints which may be complex that have been passed by the CSA
3. Resolve customer complaint/queries/requests as per defined process and ensure SLA adherence
4. Interact with cross functional teams to expedite high ageing cases closure
5. Handle card delivery complaints and carrying out root cause analysis
6. Propose solutions/Process correction basis the complaint RCAs & implement the solutions in discussion with Manager & Stakeholders
7. Conduct Work shops/Training programs with CS Team on the proactive & effective ways to manage statement related queries/requests
8. Feedback sharing with courier vendors for incorrect deliveries
9. Monitor corrective measures to mitigate the probability of complaint related issues

1. Queries, Requests & Complaints ( QRC )
2. Work closely with Services, Monitoring and analyzing of daily Inflow of QRC
3. Initiate regular re-iterations of Card delivery related communication for all CSA's thereby ensuring the reduction of wrong referrals
4. Ensure 100% closure of all cases escalated by customers and stakeholders via different channels timely after validation and solution of each line items
5. Implement Invalid SR & maintain error tracker to see the CSA wise wrong referrals & publish reports on the same
6. Customer complaint reduction by 10% and repeat complaints to 2% ( Performance)
7. Take corrective process improvements based on analysis, data and competition benchmarking

1. Project Implementation & Testing
2. Create a plan to implement solutions which are a cause for Customer complaints, basis collaboration with cross functional teams
3. Evaluate if there are IT developments & create a detailed BRDs & have the same approved by the concerned stake holders
4. Be proactively prepared for go live of the finished projects & execute the same with zero impact

1. MIS and Reporting:
2. 18. Develop and publish daily, weekly and monthly dashboards on complaints
3. 19. Analyze Zone wise, region wise and channel wise complaint MIS's for deep dive analysis and to find out the root cause of a complaint
4. 20. Do Call monitoring for 10% sample of the cases raised as complaint for statements and share the feedbacks

1. Fraud cases management & Analysis
2. Manage monthly all cases of fraud escalations
3. End to End Investigation with Fraud team and courier partner to ensure Timely closure of fraud recoveries from vendor
4. Ensure Timely response on fraud mails with proper case analysis
5. Ensure Correct and timely courier coordination for resolution on fraud cases
6. Fraud cases reports and dashboard with complete details

Measures of Success

1. 100% recon of complaints and closure with validation after coordination with all relevant SPOCs
2. Control over complaints
3. There should not be adverse observations in internal & external audits
4. No. of process enhancement initiatives recommended
5. Timely and accurate vendor billing
6. Positive voice of stakeholders and customers
7. Adherence to operational SLAs and penalty recovery
8. Vendor productivity levels within agreed thresholds
9. No stockout scenarios impacting BAU

Technical Skills / Experience / Certifications

1. Knowledge of Customer Service and Complaint handling
2. Knowledge of UAT, PVT, Testing
3. Basic understanding of VisionPlus and Cardone systems
4. Knowledge of logistics industry landscape
5. Knowledge of tele calling setups

Competencies critical to the role

1. Analytical Ability
2. Planning & Organizing
3. Stakeholder Management
4. Process Orientation

Qualification

Post Graduate/Graduate in any discipline

Preferred Industry

BFSI

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