Senior Manager

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

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

RSM in Distribution Sales is responsible for sales of various SBI Card products in an assigned geography through one or more of the channels available (Open Market, Cobrand, Tele Sales, Digital and LG). The geography consists of group of cities/state and is managed through a large team of NFTEs being led by ASMs manning all distribution points available or the call center engaged in working on leads originating from various digital journeys. The team span under this role would be a group of ASMs and extended team of NFTEs comprising of Relationship Executives (RE), Team Leaders/Relationship Managers (TLs/RMs), Unit Managers and Back-end team. This role can be a first step into people leader roles and naturally becomes a controller of business growth, channel relationship manager and a trainer to onboard and prepare a strong team of front-line sales managers of SBI Cards. The role also doubles up as a vice captain to the head of zone (ZSM) when required. 

Role Accountability 

MOU Achievement

1. Deliver new accounts
2. Responsible for sales of Premium Cards with segmented focus to build up portfolio
3. Cross-sell of various Insurance products
4. Managing the cost of acquisition target, review absolute cost across heads, increase people productivity for optimal cost utilization
5. Effectively coordinate with WE teams/PSA leads on NFTE hiring and monitor related attrition of people at all legs of the NFTE lifecycle
6. Drive full digital journey penetration in sourcing including digital KYC
7. Close monitoring of Sourcing Mix, Right product to be sold as per business directives
8. Responsible for driving a team of FTEs to achieve their KRAs 

Sales Distribution Point Management - Organized, Unorganized

1. Drive manning of all available Point of Sales Distribution points across formats of Organized Retail in Open Market, Cobrand Ecosystem
2. Quality of man power (grooming standards) has to be as per the requirement of the Point of Sale 
3. Ensure diligent daily visit report (DVR) upload by ASMs in system; better engagement with NFTE
4. Regular Visits to meet Cobrand Partners across products to improvise partner alignment to boost sales 
5. Extensive travel to locations, distribution points- identify new sourcing avenues in all formats of F2F sourcing under organized and unorganized channels
6. Review high cost, low productivity paid distribution points; evaluate timely closure to save cost
7. Have a BCP always ready for high dependent distribution points, to avoid business interruption in case of any issues 

Tele Sales Centers

1. RSM managing a call center has prime responsibility to operate at high productivity, up-stream operational efficiency and high customer satisfaction
2. Need to ensure right allocation happens which involves allocating leads basis campaigns, product, headcount available, Re-churn logic for maximized output
3. Data allocation happens on Dialer (predictive, preview) and manual dials
4. Capture correct disposition of all consented leads routed to call centers - derive in in-line strategy for high productivity
5. Drive higher efficiencies on Sprint Leads- Assisted, Good Cost Save opportunity
6. Build strong analytical engine in respective centers, adequate data mining will help in high yield at an agent level
7. Pace up fulfillment of within TAT, manage non caf locations doc executives with strong dedicated lead coordination team
8. Regular training interventions to be done, this will help zero mis-selling by the agent - building customer trust on the phones is critical
9. Ensure all company requirements, policies and processes are adhered as per satisfaction in both formats of Non F2F channels of Tele Sales & LG
10. Maintain high standards of Governance Model in the centers to ensure no lapses on company's policies & procedures

LG Management

1. Fulfillment to be prioritized within TAT via E-VKYC, helps the partner get confidence & high trust
2. Liase with LG RMs for enhancing productivity and output from all LGs 

Operations

1. Full blown backend processes are being run, helps manage quality of applications at dispatch, productivity of the shop gets reviewed at all levels
2. Regular meetings, communications being sent on relevant changes to avoid wastage in the funnel at all levels
3. Supervision Inflow, Processing, & Dispatch of Applications
4. Drive premium upsell from all backend shops to meet premium & 3k/5k targets
5. Closely track inward rates of all customer segments, strengthen PRA in individual pockets for high standards process controls in the complete Sales Funnel
6. Liaison with Ops team for Capturing & processing of Applications
7. Supervision on RTB level by ensuring the team is reviewed consistently 
8. Inculcate the habit in team members to regularly analyse the declines & restart opportunities that exists
9. Manage fulfilment team of Lead Coordinators, Doc boys for all Non-CAF locations for desired output
   
   1. Handholding & grooming new ASMs; Maximize the delivery from the team through effective Planning, Monitoring, Giving Feedback and regular performance review

Team Management

1. Motivating ASM's to achieve their goals along with imparting adequate process and product knowledge
2. Monitoring NFTE teams performance & getting desired productivity
3. Encouraging competition & Higher Goal Setting. Facilitating the same through Training, Coaching & leading by example
4. Exhibit strong team work and boundary less behavior while working with cross-functional teams
5. Driving team connect/review & training with regular and extensive travel in a widespread territory
6. Educating Team of Company Policies, Compliance Guidelines, DOs & DONTs on Regular Intervals

Manpower Planning & PSA Management

1. Assessment of adequate manpower considering as per plan with the right mix of Sourcing/Non-Sourcing
2. Engaging with the PSA and WE team spocs for continuous hiring process
3. Ensuring a positive environment is built in all location PSA offices to ensure the attrition levels are in check and teams perform to the desired levels of productivity
4. Management of Expenses of PSA Offices through coordination with PSA & WE Department
5. Validation of Cost & Ensuring Timely Payments Post Approvals
6. Reimbursement Management & Incentive Validation of NFTEs

Training

1. Management of trainers in Coordination with Area training Managers
2. Ensure Regular NHOs/Refreshers & Product based Training for increasing Productivity

Driving Key Initiatives & Projects of the Company

1. Digital Sourcing - Driving team to adopt all New Digital Initiatives of the company by ensuring quick transition of extended sales teams by facilitating adequate trainings
2. RE Digital Sourcing, key initiative being driven by all RSMs - helps with instant approval, reduces cost
3. Regular identification of cost saves opportunities and action, review consolidation for optimized cost benefit output

Adherence to Compliance

1. To ensure teams and processes comply with all regulatory and business compliance policies rolled out by WE and Compliance teams

Measures of Success 

1. Achievement Of MOU Goals
2. New Accounts
3. Premium Accounts
4. Insurance Cross-Sell
5. COA
6. 4MOB Attrition %
7. Digital Sourcing
8. Team target achievement
9. % of ASMs achieving their goals
10. % Conversion Of leads
11. Inward to Soft approved % of all channels
12. Stake Holder Management
13. Close collaboration with WE, Operations, FCU, IT & Marketing teams
14. VOC From Partners across formats of operations
15. Complaints resolution
16. Effective complaint channelizing and resolution on escalations, ensure all complaints are addressed as per agreed SLA/TAT
17. Compliance
18. Ensure sales compliance guidelines @ PSA level are adhered to

Technical Skills / Experience / Certifications

NA

Competencies critical to the role

Sales Management, Team Handling, Relationship Management, Analytical skills

Qualification 

Graduate/PG (Preferably) from any recognized and reputed institute

Preferred Industry

BFSI/Telecom/Any retail sales FMCG, CD etc.