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

Responsible for ensuring Card embossing & complaints are managed both efficiently and effectively. The role is also responsible for complete processing and reconciliation of card embossing process.

Role Accountability

1. Monitor the monthly card Embossing from the embossing to courier agencies, drive timely pick-up and connections of cards from agencies, conduct daily card dispatch volume reconciliations
2. Conduct periodic reviews of metrics with embossing vendors, drive adoption of new technology, review weekly SVCL, conduct audits / process reviews
3. Ensure closure of all cases escalated by customers and stakeholders Initiate regular re-iterations of card Embossing related communication for all CSA's, implement Invalid SR & maintain error tracker to see the CSA wise wrong referrals & publish reports on the same
4. Liaise with various internal stake holders for closure of complaint feedback as per the SLA and work closely with Services, Monitoring and analyze monthly inflow
5. Drive SLA adherence for Embossing Agency/partner and ensure timely reporting of metrics, review weekly SVCL of the partners, engage existing partners for adoption of new technology
6. Publish regular and accurate reports and dashboards - daily reject cases, calling / curing, complaints Call monitoring for 10% of the cases raised as complaint for statements and share the feedback
7. Conduct weekly process audits (SVCL) for embossing vendors, review observations related to SVCL and ensure timely corrective actions
8. Perform process documentation and compliance adherence

Measures of Success

1. Adherence to timelines handover of cards to courier agencies
2. Rejection of cards %
3. No. of complaints related to card quality
4. Adherence to Customer Complaint TAT
5. Card rejection %
6. Timely closure of audit observations
7. Timely and accurate vendor billing
8. Timely and accurate MIS preparation
9. Adherence to operational SLAs (Dispatch TAT for card etc.)
10. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Understanding of CEMS - embossing systems
2. Understanding of card personalization technology and vendors

Competencies critical to the role

1. Analytical Ability
2. Detail Orientation
3. Stakeholder Management
4. Verbal and Written communication

Qualification

Graduate

Preferred Industry

FSI