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 managing Omni Channels of Customer Services operating in Outsource Sites.

Role Accountability

Drive governance of all Business KPIs at partner site and ensure month on month delivery against the Monthly Targets assigned to the Partner
Oversee timely and satisfactory resolution of service delivery incidents and raise red flag on agent/process errors, review RCAs for customer escalations
Drive increase in profitability by leveraging on Cross Sell, upsell, efficiency, Retention, Onboarding, increase in addon sales, through voice and non voice processes
Lead entire vendor management process by overseeing seamless execution of partner operational items viz. timely creation of IDs, invoice payments, LOA approval
Partner with relevant stakeholders to understand performance improvement opportunities & collaborate with the resp. stakeholders on implementation of appropriate action plan
Benchmark best practices and create knowledge repository through digital and SME teams conduct audits and identify process gaps, update the same and ensure dissemination to partners and upload on KM
Ensure good working relationships between the vendor partner and the organization
Manage WFH / WFO basis the proctoring tools / Quality errors/ CCRP validation, financial loss recovery from vendor
Ensure process documentation and compliance adherence

Measures of Success

Achievement of defined SLAs (TAT, Average Handling Time, Call response rate, Call quality)
Agent Productivity
S2S Revenue as per agreed MOU
Customer Retention target
Timely and accurate MIS / business dashboard
Process Adherence as per MOU

Technical Skills / Experience / Certifications

Understanding of card lifecycle management processes
Understanding of upstream/downstream process understanding impacting customers

Competencies critical to the role

Relationship Building
Problem-solving
Vendor Management

Qualification

Graduate in any discipline

Preferred Industry

FSI

Senior Manager - Customer Service (Vendor Management)