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 management of all QRC, Complaints, Escalation management, RCA Management, Fraud management & Process improvement
The role is also responsible for Implementation of key process improvements basis the RCAs identified

Role Accountability

Wing to Wing tracking of Card Delivery Complaints -CCRP/Escalations
Investigate and raise red flags on customer queries/complaints which may be complex that have been passed by the CSA
Resolve customer complaint/queries/requests as per defined process and ensure SLA adherence
Interact with cross functional teams to expedite high ageing cases closure
Handle card delivery complaints and carrying out root cause analysis
Propose solutions/Process correction basis the complaint RCAs & implement the solutions in discussion with Manager & Stakeholders
Conduct Work shops/Training programs with CS Team on the proactive & effective ways to manage statement related queries/requests
Feedback sharing with courier vendors for incorrect deliveries
Monitor corrective measures to mitigate the probability of complaint related issues

Queries, Requests & Complaints ( QRC )
Work closely with Services, Monitoring and analyzing of daily Inflow of QRC
Initiate regular re-iterations of Card delivery related communication for all CSA's thereby ensuring the reduction of wrong referrals
Ensure 100% closure of all cases escalated by customers and stakeholders via different channels timely after validation and solution of each line items
Implement Invalid SR & maintain error tracker to see the CSA wise wrong referrals & publish reports on the same
Customer complaint reduction by 10% and repeat complaints to 2% ( Performance)
Take corrective process improvements based on analysis, data and competition benchmarking

Project Implementation & Testing
Create a plan to implement solutions which are a cause for Customer complaints, basis collaboration with cross functional teams
Evaluate if there are IT developments & create a detailed BRDs & have the same approved by the concerned stake holders
Be proactively prepared for go live of the finished projects & execute the same with zero impact

MIS and Reporting:
18. Develop and publish daily, weekly and monthly dashboards on complaints
19. Analyze Zone wise, region wise and channel wise complaint MIS's for deep dive analysis and to find out the root cause of a complaint
20. Do Call monitoring for 10% sample of the cases raised as complaint for statements and share the feedbacks

Fraud cases management & Analysis
Manage monthly all cases of fraud escalations
End to End Investigation with Fraud team and courier partner to ensure Timely closure of fraud recoveries from vendor
Ensure Timely response on fraud mails with proper case analysis
Ensure Correct and timely courier coordination for resolution on fraud cases
Fraud cases reports and dashboard with complete details

Measures of Success

100% recon of complaints and closure with validation after coordination with all relevant SPOCs
Control over complaints
There should not be adverse observations in internal & external audits
No. of process enhancement initiatives recommended
Timely and accurate vendor billing
Positive voice of stakeholders and customers
Adherence to operational SLAs and penalty recovery
Vendor productivity levels within agreed thresholds
No stockout scenarios impacting BAU

Technical Skills / Experience / Certifications

Knowledge of Customer Service and Complaint handling
Knowledge of UAT, PVT, Testing
Basic understanding of VisionPlus and Cardone systems
Knowledge of logistics industry landscape
Knowledge of tele calling setups

Competencies critical to the role

Analytical Ability
Planning & Organizing
Stakeholder Management
Process Orientation

Qualification

Post Graduate/Graduate in any discipline

Preferred Industry

BFSI

Senior Executive - Dispatch