Senior Manager

Senior Manager - C SAT

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 CSAT Management.

Role Accountability

1. Develop and implement strategies useful in improving customer relationship, dedication, and satisfaction
2. Establish communication channels and mediums through which clients reach out to the company and vice versa
3. Guide and direct the activities of customer experience representative to ensure their interactions with clients reflects positively on the company
4. Map the customer journey and identify opportunities to proactively intervene on the client's behalf
5. Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
6. Liaise with various functions in the organization- marketing, sales and advertising units to analyze customer feedback and develop programs effective for improved customer experience
7. Organize projects and initiatives that enlighten the organization staff on the associated benefits/consequences of their decisions on customer experience
8. Monitor the activities of various functions to ensure compliance with agreed standards
9. Utilize CRM tools in enhancing customer relationship management as well as recommendations on steps necessary for improvement
10. Conduct surveys to gather information on customer opinion of rendered services
11. Identify Customer impacting issues and analyze the impact
12. Organize CEC forum as per business defined frequency with the SMT and CEOs
13. Put forth Customer impacting issues to CEC forum basis along with quantum and magnitude of the Issue
14. Ensure process documentation and compliance adherence

Measures of Success

1. CSAT Score(Internal/External)
2. Quality Scores
3. Process accuracy %
4. No adverse observations in internal/external audits
5. Timely and accurate board/internal/external reporting
6. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Understanding of credit card industry landscape
2. Understanding of customer service processes
3. Knowledge of regulatory framework
4. Knowledge of CRM tools

Competencies critical to the role

1. Customer Orientation
2. Analytical Ability
3. Process Orientation
4. Market Awareness

Qualification

Graduate in any discipline

Preferred Industry

FSI