Manager - Walk in desk & BO Support

Manager - Walk in desk & BO Support 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 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 Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees Dynamic, Inclusive and Diverse team culture Gender Neutral Policy Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits Commitment to the overall development of an employee through comprehensive learning & development framework Role Purpose Managing SBI Card Face to Face Interactions (Walk-in Desk) Handling complaint received from sales, collections and location stakeholders SBI Branch stakeholder management Role Accountability Redressal of customer complaints / escalations received through RBI/SBI and walk-in desks. Responsible for providing best possible solution to end customer. Identify root causes for escalations, suggest process improvements. Highlight to all stake holders on escalations received. Handle walk-in customers and RBI complaints, complete RCA with quality resolution Ensure Wing-to-Wing Resolutions of cases received with utmost accuracy and delivering best in class service. Final Resolution to be communicated to Customer and related stake holders. Conduct Service camps at SBI branches manned/unmanned in and around locations Maintain reports / mis / dashboards for the activities handled to monitor performance and progress To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions. Ensure completion of cases within timelines and within quality standards. Handling good relationship with RBI and local SBI offices and reconciliation of complaints / queries is very critical. Revenue generation through Upsell, Retention, Collection and New acquisition Ensure FCR>95% , reduction in repeat Measures of Success No External/ Internal Escalation Defined TAT on BO, Walk-in Escalation to be met Positive VOC and feedback from customers and BO 100% Productivity 95% quality target to be met FCR target to be met Retention target to be met Technical Skills / Experience / Certifications MS Outlook (MS Excel, Powerpoint) Competencies critical to the role Excellent team/ people management skills. Excellent, professional phone and communication skills – interpersonal, verbal, and written with the goal of influencing outcomes. Must be able to build positive, productive relationships with customers and team members. Good networking skills. Excellent listening, trouble shooting, problem solving and analytical skills with ability to resolve conflict effectively. Strong organization, time management, and multi-tasking skills. Self-starter with ability to work independently with minimal supervision. Proficient in use of Microsoft Office including Outlook, Excel, and Word Qualification Graduate / Post Graduate from a reputed institute with 3-5 years of experience in credit card industry. Proficient in use of Microsoft Office including Outlook, Excel, and Word Preferred Industry Customer Services - Credit Card Experience LevelMid Level