Assistant Manager

Assistant Manager - Escalations & Monitoring TL

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 managing a team of FTE's handling the process of Escalation Management/ Monitoring and RTA process.

Role Accountability

1. Coordinate with the operations team to receive inputs in regular Intervals to maximize Contact% & Retention% in the RTA process
2. Conduct comprehensive Product refresher training for internal card one-calling
3. Ensure that the right product information is passed on to the customer
4. Ensure sending the retention cases to the operations team on a regular basis for card delivery and keep the aging of received data within parameters
5. Manage wing-to-wing follow-up of the case and coordinate with stakeholders on the customer concerns on issues such as CPP Cancelation, Card upgradation / Degradation Related Issues and Annual Fee-related issues
6. Manage CCRP Process Audit basis customer complaints to have better control on the process of Call listening Activity, (Defects/ No defects), MID basis Closed cases, BFD Calls validation ( BFD Positive/ BFD Negative/ Not Contactable cases)
7. Ensure Reports are published to stakeholders on a weekly basis with complete feedback & Errors identified
8. Share the best practice within the team for enhancement of retention %
9. Conduct comprehensive Product refresher training with the team on a process improvement basis the call validation
10. Ensure that all the escalations received from the BO/Social media/ombudsman/Chairman/MD/CEO escalations desk - Ensure a Recon tracker is maintained and reported
11. Co-ordinate with the Sales team for Backcheck calls/ Evidence related to customer complaint
12. Share the Complete RCA of the case with the stakeholder with evidence & Close the case with the concerned department
13. Ensure compliance with functional processes to ensure Audit readiness for Internal and external audits
14. Ensure process documentation and compliance adherence

Measures of Success

1. Timely closure of assigned case within TAT
2. FTE/ NFTE Productivity
3. Timely and accurate publication of MIS / business dashboards with retention %
4. Adherence to Audit Compliances
5. No adverse observations in internal/external audits
6. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Excellent understanding of Credit Card Sales & Operations process/audit and compliance policies, Excel.
2. Experience in customer retention-related activities will be preferred
3. Knowledge of the Audit process

Competencies critical to the role

1. Stakeholder management
2. Analytical ability
3. Detail Orientation
4. Strategic Orientation

Qualification

Graduate in any discipline

Preferred Industry

Credit card or from Banking Industry