Assistant Vice President

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

• 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
• Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
• Dynamic, Inclusive and Diverse team culture
• Gender Neutral Policy
• Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
• Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose
Responsible for Smooth Implementation of Connect Programs, Clearance of bills, Effective Planning of programs and Effective Sales Support.

Role Accountability
Drive Connect Programs & R&R programs Across SBI Circles, Co-banking & Retail partners

• Execute connect programs across all Modules/Networks/Circles of SBI, Retail & banking partners through the year. Take feedback for such programs and implement corrective actions.
• Drive implementation of R&R programs and track outcomes against planned cost benefits.
• Responsible for aligning Vendor and timely closure of PR/PO with relevant teams.
• Responsible to perform audit on vendor billing to eliminate any gaps and keeping process transparent.

Marketing campaigns for sales team in Branch Publicity

• Work with marketing team to drive SBI branch publicity, ensuring appropriate customizations (Usage of regional language for ads, other local cultural aspects, etc.) are built in.
• Ensure availability of in-branch publicity material for SBI card, ensuring adherence to marketing and branding guidelines
• Organize, Track and report costs for Banca Kiosks at various locations as per ask from bank in consultation with marketing team on creatives
• In-branch publicity material throughout the year

Retail

• Work closely with retail field team to execute marketing related requirement incl. Kiosks within timelines
• Managing vendors to ensure adherence to process

Simplification

• Drive Connect 2.0 with objective to drive effective customer compliant resolution process for SBI Staff
• Coordinate with bank and internal stakeholders for implementation and continuous upgradation of digital tools via which SBI staff can raise customer issues effectively and close resolution loops
• Closely working with sales team across regions ensure SBI Card Connect 2.0 app penetration and drive customer resolution
• Along with WE training team, work on training resources on the new customer servicing process changes related to Banca
• Leverage on feedback from sales teams and industry best practices to drive & simplifying existing processes / documents such as application form,FCU, ASM signature, back check call etc.
• Work closely with IT & Customer services team to do regular maintenance/ upgradation of digital tool (Connect 2.0) for effective and enhanced customer experience.

CRM- Circle Relationship Manager - Process Management

• Working with sales ZSMs on requirement of CRM in SBI and Partner Banks
• Liaison with business SPOC for hiring through SBI
• Completion of Hiring and onboarding process
• One point SPOC for CRMs on issues, training etc.

Project Support

• Creating/ upgrading digital journey for BREs to service customers in a secured manner.
• Sales SPOC for E3 Program (Escalation_Elimination_Excellence) and working along side other department SPOC.
• Card activation on P block account/ RTA (Refuse to accept) Cases for new onboarded customer to minimize card closure and give provide exceptional experience.

Support to Circle Sales Team

• Support field sales team on R&R, various communication tool and on any query pertaining to HO -other departments.
• Design, propose & Launch of Sales contest with respective department approvals and ensuring process documentation and compliance adherence during payout
• Managing Sales Headcount for each circle and ensuring all approval are on place for New/ replacement hiring.

Measures of Success

• Connect Program deployment as per Calendar
• Quality of campaign support provided to marketing
• Timely and accurate vendor billing
• Timely and satisfactory resolution of Sales/bank Queries
• Visibility of SBI card promotional material at bank branches
• Process Adherence as per MOU

Technical Skills / Experience / Certifications

• Knowledge of branding and marketing guidelines
• Event management experience
• Understanding of customer service tools and query resolution process
• Understanding of Banca sales processes

Competencies critical to the role

• Innovation & Problem Solving
• Detail Orientation
• Stakeholder Management
• Customer Orientation
• Planning & Organizing

Qualification
Graduation in any discipline

Preferred Industry
FSI / Any