Manager - Litigation

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 

The role is responsible for managing assigned Litigation matters about customer escalations, Banking Ombudsman, and other sensitive escalations to prevent any reputational and monetary loss to the company. The role is also expected to manage timely responses to 91CrPC  and RTI notices.

Role Accountability 

1. Understand and articulate challenges and manage litigations against the company at the Zonal level and accordingly suggest changes required to SVP-Litigation, keeping in view the new legislation and judgments from the High Court and Hon'ble Supreme Court of India.
2. Review all the replies before the Banking Ombudsman and attend the hearings before the BO to represent the company. In the case of an advisory, the matter is contested and ensured that no award is passed against the company.
3. Finalize written statements/pleadings/evidence for filing before the various Courts in all matters, and monitor critical matters separately.
4. Attend hearings before the Courts and effectively resolve litigation matters to save the company from reputation and monetary loss.
5. Analyze the cases filed and take decisions on contesting or settlement, keeping in view both the Company's interest and also customer centricity at a broader level.  The work includes coordination with vertical leads of different functions and accordingly arriving at a consensus.
6. Amend policies under litigation suitably, conduct analysis post-amendment to study the benefits, and publish the same for relevant stakeholders 
7. Handle all sensitive and critical escalations against the company, including those against company management and other key stakeholders.
8. Manage customer escalations received from different channels in-house for damage control and ensure customer satisfaction. 
9. Briefing investigating officers and advocates about the intricacies involved in Cyber Crimes
10. Handle zonal 91 Cr PC notices to ensure timely replies, and present monthly analysis to management to tap frauds and enhance learnings.
11. Handle the escalations received against the company from different channels including the notices received from various Police authorities. The role has a reply or resolution within the defined TAT.
12. Monitor all RTI notices received from SBI CC and all CC escalations. Though the SBI Card does not come under RTI however the applications so received are treated as customer complaints and replied to accordingly within the defined statutory TAT.
13. Work on the automation of the data management for the litigation function and ensure seamless reporting of MIS, overseeing accurate updation of the complete repository of litigations filed against the company and all legal notices/RTI/S.91 Cr. PC for the litigation lead

Measures of Success 

1. Claim to the paid ratio
2. Win ratio
3. Out-of-court settlements
4. Proper representation in court
5. Timely and accurate replies to S.91 Cr. Pc. Notices and court cases
6. Timely and accurate updation of MIS and all zonal litigations in the repository
7. Vetting of BO replies within TAT
8. Process Improvement
9. Process adherence as per agreed MOU

Technical Skills / Experience / Certifications

Litigation, drafting of legal replies to notices

Competencies critical to the role

1. Stakeholder Management
2. Verbal and Written Communication Skills
3. Negotiation and Influencing

Qualification 

LLB

Preferred Industry

Law Firms/ FSI