Senior Executive

Senior Executive - Insurance & Cross-Sell Operations

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, 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 supporting operations related deliverables for insurance and cross-sell vertical.

Role Accountability

1. Ensure all daily/periodic activities defined towards new business and renewal business processing are completed within prescribed timelines, SLA, and accuracy
2. Ensure all daily/periodic activities towards resolution of customer service requests and complaints are completed within prescribed timelines, SLA and accuracy
3. Ensure all daily/periodic activities towards data reporting/MIS/Dashboards are completed within prescribed timelines, SLA, and accuracy
4. Ensure all daily/periodic activities towards claim management for processes assigned are completed within prescribed timelines, SLA and accuracy
5. Ensure all daily/periodic activities towards processes assigned for reconciliation of payments and commission are completed within prescribed timelines, SLA, and accuracy
6. Ensure to meet all Regulatory compliance & guidelines with respect to operational processes- IRDA, RBI, TRAI etc. norms.
7. Maintain key metrics related to lead management, policy issuance, servicing, Claim management, renewal management etc.
8. Ensure identification of process gaps, timely action and elimination of errors to ensure customer satisfaction
9. Maintain reports / MIS / dashboards for the activities to monitor performance and progress
10. Validate and Publish CCRP report as per set frequency for assigned processes
11. Ensure all daily/periodic activities towards priority service channels such as VIP/Regulator/Chairman/Social Media for processes assigned are completed within prescribed timelines, SLA and accuracy
12. Co-ordinate with cross functions/stakeholders for necessary resolution & timely follow-ups for closure of requests/complaints
13. Coordinate with partners and stakeholders to provide desired resolution and adherence to timelines
14. Maintain and publish internal and partner-level open cases inventory through MS-Excel based MIS/dashboards
15. Ensure all daily/periodic activities towards call quality reports/dashboard for processes assigned are completed within prescribed timelines, SLA, and accuracy.- and prepare daily sales trackers on MS-Excel by mapping multiple files and MIS
16. Conduct front-end testing of any new system changes related to CRM and share reports
17. Maintain records for data/reports as per internal audit, IRDAI and compliance requirements
18. Perform process documentation and compliance adherence

Measures of Success

1. Adherence to all TAT/SLAs for processes being assigned
2. Accuracy % of all the data being published/reported
3. Timely and accurate maintenance of MIS / Business Dashboards / Data and reports
4. No adverse observations in internal / external and regulatory audits
5. Adherence to insurance manual and process SOP
6. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Good working knowledge of MS-office (primarily MS-Excel)
2. Knowledge of SQL/MS Access/Databases will be added advantage

Competencies critical to the role

1. Stakeholder Management
2. Teamwork and collaboration
3. Analytical ability
4. Verbal and written communication

Qualification

Graduate/post graduate in any discipline

Preferred Industry

BFSI