Vendor Audit Deputy Manager

Deputy Manager - Vendor Audit

About Us

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

The role is responsible to manage all collection vendor audit processes and activities ensuring alignment with the overall as well as functional business objectives.

Role Accountability

Coaching & Mentoring - Vendors & Agency Managers- 50%

1. Manage New Hire Orientation on SVCL, Code of Conduct, Compliance guidelines for vendor staffs and new hired agency managers in base & aligned locations
2. Ensure Quarterly Code of Conduct refreshers are in place for executives at aligned locations/vendor staffs
3. Ensure shorter learning curve on key compliance metrics & track agent/agency performance/improvement
4. Lead Operational Process trainings and demystification on policies
5. Work with stakeholders to prepare Monthly training calendars basis TNI
6. Ensure telephonic customer interactions made at vendor premise are checked on quality & compliance parameters
7. Sample Live call listening/barging at vendor premise
8. Coach vendor staff to improve quality of interaction with customers, thereby reducing customer facing & company impacting defects (Reputational & Financial)

Vendor Process Quality Check -30%

1. Review & Analyze SVCL assessed by Line Managers
2. Review 3rd party collection vendors on defined SVCL parameters across locations (Tier I, II & III) for SBI Card
3. Review outsourced tele-calling shops on defined SVCL parameters
4. Closure of SVCL with respective line managers as per defined timelines
5. Exit /Offboarding review of vendors and ensure data purging, HDD disposal and issuance of no objection clearance
6. Drive adherence to defined SVCL PEN

Reporting -20%

1. Train and coach staff on SVCL parameters in aligned zone to reduce repeatability of defects
2. Highlight red flags with potential process fix to stakeholders
3. Provide input into the design and execution of action plans for identified issues
4. Maintain Data security check and report publishing to management

Measures of Success

1. Adherence to SVCL guidelines for Vendor coaching
2. SVCL PEN target
3. SVCL Report Closure within Business TAT
4. Identify Process Gaps, Closure & Reporting
5. Decrease of defect trend of assigned vendors / zone
6. Process Adherence as per MOU

Technical Skills / Experience / Certifications

NA

Competencies critical to the role

1. Analytical Ability
2. Process Orientation
3. Detail Orientation
4. Stakeholder Management

Qualification

Graduate/ Postgraduate in any discipline

Preferred Industry

FSI