Job Description

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

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

Cluster Sales Manager (CSM) in Distribution Sales team of Open Market, is responsible for sales of various SBI Card products in an assigned Cluster/state in the country. This role manages different channels being used to source as in Open Market, Cobrand Distribution, Tele Calling Centers, Digital Acquisitions & LG partners. In terms of geographical spread, a Cluster is a large state or a group of few smallers states and its defined as per the SBI Card Open Market Structure. A CSM leads a large team of upto 15+ FTEs, 1000-3000 NFTEs responsible for customer acquisiton through all channels available. The team span under this role would be a group of ASMs/RSMs and the extended team of NFTEs comprising of Relationship Executives (RE), Tele Calling Agent, Relationship Managers (RMs/TLs), Unit Managers and Back end team. CSM is a focal point for driving all the business goals & priorities in the cluster/state & defines the location, channel wise execution strategy. He is tasked a critical responsibility to manage good relations with all the Cobrand Partners, Organised Open Market Distribution heads & LG vendors.

Role Accountability

MOU Achievement (All KRA's as per Goal Sheet)

Deliver new accounts annually from the assigned state with desired channel mix & profitable portfolio mix
Responsible for sales of Premium Cards with focus cards to boost profitability
Cross-sell of various Insurance products
Managing the cost of acquisition target, review absolute cost across heads, increase people productivity for optimal cost utilization
Drive Digital application sales for enhanced customer experience, strengthen application quality with high E and VKYC penetration
Data backed approach to identify profitable, non/less delinquent customer segments/locations to scale up - example : Industry Carded, CAT A sourcing
Look out pockets/products driving spends and allign sales stratgies in line
Continuous review of city wise market mapping basis bureau reports - look for SBIC market share, Delinquency patterns, - develop new geographies in line
Responsible for driving team to achieve their individual KRAs
Organized Retail Sourcing- Open Market Sales & Cobrand Distribution Management
Increase Retail Sales foot print across cities tapping cost- viable opportunities available with high quality customer walk-ins as in Airports, Premium Malls, Organized retail stores. Build a strong relationship with all partners, manage customer escalations if any, drive high productivity through Face2Face sourcing, fulfilment of customer application
Develop opportunity for base variant customer sourcing through high traffic railway & metro stations across the cluster
Develop specific sales strategy for respective cobrand partners building volumes from the partner's eco-system - BPCL, Landmark, Tata, Nature Basket
Needs to maintain strong relationship with all local cobrand partners ; ensure seamless operations across points
Ensure there are nill customer issues on reward point redemption in COB products, especially vast BPCL network
Focused approach to push premium travel cobrand products - Vistara, Air India from premium spaces, airports
Open new locations, cities by identifying profitable sourcing points to help expand SBIC foot print
Ensure Daily Visit Report ( DVR ) gets uploaded by ASMs on system as per SLA decided, helps increase engagement with NFTE
Keep the brand SBIC visible across the robust and vast sales distribution network which gets managed in the cluster
Un Organized Retail, Corporate Sourcing
Unorganized retail opportunities identification, plan for immediate, short term sourcing avenues ; low cost, high foot fall avenues
Specific/Segmented sourcing plans for specialised set of customers - Doctor's, Professionals
Corporate sourcing plans - CAT A, CAT B companies gets formulated as a part of Open Market sales strategy.

Tele Calling Channel

CSMs could have a call center as per the overall telecalling strategy of the Distribution Sales vertical. CSM will be responsible to manage a call center as a channel with 150+ NFTEs, Dedicated ASMs/RSM
Prime KRAs include Right Allocation, Capture Feedback correct, Push higher productivity through blended dailer and manual calling modes
Pace up fulfillment of digitally applied customers within TAT for higher customer satisfaction
Maintain high standards of Governance Model in the centers to ensure no lapses on company's policies & procedures

LG Management

Fullfilment to be priortised within TAT via E-VKYC, helps the partner get confidence & high trust
Liase with LG RMs for enhancing productivity and output from all LGs
Fulfillment, Backend Processing
CSMs are responsible to manage fulfilment rates on the soft approved applications, dedicated teams are deployed across every zone where CAF team isn't operational
Review backend processes for quality of applications at dispatch, productivity of the shop at all stages
Regular meetings, communications being sent on relevant changes to avoid wastage in the funnel at all levels

Partnering With Internal Stakeholders

Streamlining complaint management process, revert to all customer escalations within TAT
Ensure that proper collaboration happens with stakeholders to close any customer complaint received
Ensure all VIP & sensitive cases are handled with due care by the team
Partnering with WE team to ensure NFTE lifecycle is managed effectively by all team members and stakeholders
Monitor Sales Compliance: Policy adherence, Scorecard Implementation, Audit and Corrective Action Policy Implementation
Ensure all Ops partnered process like RTB, ERT curing, ERT upsell/down sell processes are reviewed meticulously to derive optimal efficiencies
Work with WE and PSAs to ensure necessary infrastructure is available to the team

People

Planning and implementing FTE & NFTE hiring across locations as required to meet the MOU targets
Identifying and Grooming Critical FTE Talent. Focusing on talent development via Coaching, Mentoring and Training along with HR
Driving team connect/review & training with regular and extensive travel in a widespread territory
Talent management and second line creation of NFTE's which are critical to our business
Driving Key Initiatives & Projects of the Company :
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
BRE Digital Sourcing, key initiative being driven by all CSMs - helps with instant approval, reduces cost
Regular identification of cost save opportunities and action, review consolidation for optimised cost benefit output

Productivity

To drive the benchmark productivity of all the team members ; including extended NFTE teams- both frontend & backend
Introduce, implement and review processes to maximize FTE/NFTE productivity
Use all possible avenues to drive productivity through all the open channels/avenues available
New Sourcing Avenues/Areas - Business development :
Exploration of Potential locations to expand & deploy FTE /PSA Premises & establish long term business growth
Remain abreast with competition moves, immediate corrective actions taken basis SWOT
Developing tier 2-3 cities basis industry benchmarking, business and market intelligence for higher and profitable sourcing

Adherence To Compliance

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

Measures of Success

Achievement Of MOU Goals

New Accounts
Premium Accounts
Insurance Cross-Sell
COA
4MOB Attrition %
Digital Sourcing

Team target achievement

% of ASMs/RSMs achieving their goals
% Conversion Of leads - Inward to Soft approved % of all channels
Stake Holder Management -
Close collaboration with WE,Operations, FCU, IT & Marketing teams
VOC From Partners across formats of operations
Complaints resolution -
Effective complaint channlesing and resolution on escalations, ensure all complaints are addressed as per agreed SLA/TAT
Ensure sales compliance guidelines @ PSA level are adhered to
Compliance

Technical Skills / Experience / Certifications

NA

Competencies critical to the role

Sales Management, Team Handling, Relationship Management, Analytical skills

Qualification

PG/MBA (Preferrably) from any recognized and reputed institute

Preferred Industry

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