Assistant Manager

Assistant Manager - BO & Legal Escalation Support

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. Assistant Manager/Manager - BO and Legal Escalation
2. RBI:
3. Regulatory Complaints Management
4. Handling Regulatory Complaints
5. Regulatory CMS Portal Management
6. Advisory and BO Relationship Management
7. Sachet Complaint Resolution
8. Legal/ SBI Bank/ Top management Complaints Resolution
9. Manage TAT burst and pricing Reports

Role Accountability

RBI : Regulatory Complaints Management

1. Provide detailed root cause analysis and present the complete case details to Honorable office for favorable closure of complaints
   1. Managing RBI CMS portal -Allocation and resolution of the cases
   2. Wing to Wing closure of complaints with the cardholders and attain letter of satisfaction in bank's favor
   3. Identify department error and get the ratification along with action
   4. Check scope of Improvement and initiate Process change with stakeholders in order to mitigate the error percentage
   5. Raise heads up to Business for critical complaints
   6. Ensure zero advisory and monetary loss / compensation to Business and ensure 100 % quality

1. Legal Complaints Resolution/SBI Bank Escalations
2. Provide detailed RCA, share synopsis and provide assistance / documents for complaints that are presented to Honorable Court
3. Assist the team with factual details of the complaints for Legal Proceedings along with transactional documentation for cyber cell queries
4. Resolution of all the complaints/escalations received from SBI Bank and Top Management Channel.
5. Ensure above mentioned escalations are closed within TAT with 100% quality with customer close looping.
6. Mitigate TAT burst data and Manage Pricing Reports
7. Tracking of all TAT burst reports and attend ICU meetings for timely closure of data including CCRP
8. Systematic closure and validation of all pricing requests raised by the team members
9. Defect identification and scope of improvement for all requests / CCRP complaints
10. Training to be initiated to share the recent Business changes and process trainings across all locations

Measures of Success

1. >98% Quality
2. Advisory Representation
3. NIL Award
4. No Repeat
5. No Appeal
6. 100% Productivity
7. Positive BO Feedback on response submission
8. P97-15 Days

Technical Skills / Experience / Certifications

NA

Competencies critical to the role

1. Excellent, professional phone and communication skills – interpersonal, verbal, and written with the goal of influencing outcomes.
2. Excellent stakeholder management
3. Indept process and policy knowledge
4. Good presentation skill
5. Strong organizat

Qualification

1. Graduate / Post Graduate from a reputed institute with 3-5 years of experience in credit card industry
2. Proficient in use of Microsoft Office including Outlook, Excel, and Word

Preferred Industry

Customer Services - Credit Card