Tele Collections Vice President

Vice President - Tele Collections

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

Regional Head- Tele Calling will manage end to end of Tele calling collection performance & Field Support teams in line with Operating plan of multiple Due Stages across the country through a direct team of Portfolio Managers and a larger team of Vendor Managers, team leaders and Tele officers, FOS.

Role Accountability

1. Develop robust target setting process to ensure the portfolio expectations are met and aligned to the target plan for the year
2. Drive caller productivity and money collection at the vendor shops & Per FTE across due stages by reviewing vendor SLAs/Cost /FTE productivity & making timely interventions for better collection efficiency / Per FTE output
3. Manage a team of ~1k NFTE FOS across India, being led by 2 PMs, ~24 VMs - help increase performance by establishing field support on non-contactable accounts in the call centers
4. Drive team to leverage technology and review dialer campaigns to ensure coverage and increase caller productivity
5. Prepare and disseminate tele calling performance MIS/dashboards to concerned stakeholders in a timely manner
6. Create backups among vendor channels and at the same time consolidate the existing multiple set ups to create few but strong channels to enhance overall productivity, growth and efficiency
7. Drive collaboration with other CX verticals to deliver on the operating plan of both Metro as well as non-metro cities
8. Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning and portfolio balancing amongst various channel partners
9. Strategize and Anticipate / Forecast trends at the location / portfolio / Pan India level to undertake all remedial measures needed for maintaining optimum portfolio health
10. Analyze changes in customer payment behavior and ensure Credit risk/Product /business teams are notified for course correction & formulating Risk/ Business Strategy
11. Undertake competition benchmarking regularly to incorporate best in the class practices and ensure Tele calling Vertical keeps pace with the industry best practices
12. Conduct Periodic review of all the Cost drivers for the vertical to drive Cost Management discipline and focus on operational efficiencies at Pan India Level
13. Ensure procedures are in place to manage operational risk /reputational risk and adherence to legal policies & rules set by the regulator/ organization
14. Ensure policy discipline and conduct periodic audits for in-house as well as third party agencies
15. Provide on-ground support to Legal and ensure satisfactory closure of legal proceedings
16. Ensure adherence to BCP guidelines and DR drill schedules across all channel partner sites

Measures of Success

1. Flow rates as per MOU
2. Money collected
3. Settlement Loss
4. FTE/NFTE productivity
5. PLI penetration
6. Tele Retention rate
7. FTE/NFTE training coverage
8. Budget adherence in tele calling operations
9. Customer complaints volume
10. Cost reduction as per MOU
11. Vendor SLA adherence
12. No adverse observations in internal/external audits
13. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Credit Card knowledge along with good understanding of Collection Processes
2. Knowledge of dialer strategies
3. Experience of managing large, distributed vendor teams

Competencies critical to the role

1. Stakeholder Management
2. Result Orientation
3. Analytical Ability
4. Process Orientation
5. Market Awareness

Qualification

Post-Graduate / Graduate Degree in any discipline

Preferred Industry

FSI