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, 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

Responsible for executing end to end processing, monitoring and reconciliation for Merchant EMI, BBPS, Metro Cards & Simply Click Card processes.
The role is also responsible for resolving customer complaints related to the process ensuring the highest possible standard of service is provided to customers.

Role Accountability

Ensure that all the Service Level Agreements (SLA) are adhered to by vendor partner resources in performance of duties
Track and manage vendor performance
Work on customer complaints, drive redressal within TAT and inform stakeholders as required
Work with cross-functional teams like IT, Marketing & Finance etc. to identify RCA (Root Cause Analysis) of frequently aired issues and take preventive measures to avoid reoccurrences
Ensure curing of all reject cases with zero defects
Manage initiatives to implement recommendations arising from complaints investigation or to improve complaints handling
Prepare periodic dashboards/ MIS/ ad-hoc reports as per business requirements
Maintain the case management system and flag any system changes that may be required to improve service delivery
Suggest improvements to current processes to benefit both our internal and external customers
Streamline processes across functions, develop standard operating procedures and set up rhythm to follow the SOP within the team
Ensure adequate testing is conducted before the final migration on production platform
Perform process documentation and compliance adherence

Measures of Success

Process accuracy %
No. of process enhancement initiatives recommended
No. of New Payment Options suggested for adoption
Adherence to operational SLAs (Digital payment %, rejection curing TAT % , File monitoring TAT etc.)
Vendor productivity levels within agreed thresholds
Process Adherence as per MOU

Technical Skills / Experience / Certifications

Prior exposure to core systems like V+/CardOne(Preferred)
Knowledge of payment processes and associated payment platforms (UPI, IMPS, VMT, etc.)
Vendor Management experience

Competencies critical to the role

Stakeholder Management
Analytical Ability
Detail orientation
Process Orientation

Qualification

Graduate in any Discipline

Preferred Industry

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