Manager - Projects

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 project Management and operations management for CardOne & Vision+( Including ETL Reporting application , Rule engine application) along with Robotics(RPA) implementation in the Customer Service Processes. 

Role Accountability 

1. Implement processes across customer lifecycle on CardOne/Vision+ system, ensuring on call resolution, better productivity and enhanced customer experience
2. Review as-is process flows to identify automation opportunities in CardOne & Vision+ to eliminate pain points and reduce manual intervention
3. Work closely with key business stakeholders to take detailed process & policy requirements and clarify specific requirements of each project
4. Create detailed BRD documents for any assigned projects on CRM/ Vision +
5. Manage multiple project implementations in parallel, ensuring that projects and programs are proceeding according to agreed scope, timelines and quality standards
6. Track and report project success criteria results, metrics, test and deployment management activities
7. Create & execute Test Scenarios covering positive and negative conditions
8. Ensure timely closure of User Acceptance Testing (UAT) & Production Verification Testing (PVT), tracking and control outcomes to resolve issues, conflicts, dependencies and critical path deliverables for Project Go Live
9. Track closure of identified defects in testing, following up with IT on a regular basis for speedy closure
10. Provide status reporting regarding project milestones, deliverable, dependencies, risks and issues to concerned stakeholders
11. Develop project handover documentation/SOPs for business teams
12. Track and report Project Benefits post the production launch to concerned stakeholders
13. Perform day to day operations management on CardOne system, including
    
    1. Ensuring Resolution Tracking of all Incidents, Service Ticket and Problem ticket Management
    2. BAU operations and monitoring for ETL, Reporting and rules Engine Application
    3. BCP management (DR Drills and regular DR environment management)
14. Analyze and minimize variation in interpretation of the process and fix gaps by arranging refreshers trainings
15. Ensure 100% training coverage on floor for process changes implemented
16. Automate service related dashboards for Inflow Outflow of QRCs, TTS, Tatburst, Complaints resolution etc.
17. Provide necessary documentation/data related support for internal and external audits
18. Ensure process documentation and compliance adherence

Measures of Success 

1. Timeline adherence in Project implementation
2. Defects highlighted post Launch
3. Automation %
4. Timely and accurate MIS / business dashboard
5. No adverse observations in internal/external audits
6. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Understanding of business processes across lifecycle of card domain 
2. Understanding of interdependencies between technology, operations and business needs
3. Understanding of CRM and main frame system
4. Basic Technology knowledge on Siebel CRM, OBIEE, Informatica and Oracle rule engine is a plus
5. Understanding of project management activities, PMP Certification is a plus

Competencies critical to the role

1. Detail Orientation
2. Process Orientation
3. Problem Solving
4. Continuous improvement
5. Change Management

Qualification 

Graduate in any discipline

Preferred Industry

FSI