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 re-engineering customer facing processes to deliver superior customer experience.
Role Accountability
- Conduct review of CS Process/Procedures - Identify and implement opportunities to increase Customer experience, productivity and resolution across CS by inducing efficiency via system changes or process simplification
- Lead ongoing reviews of business processes and identify optimization opportunities
- Analyze the impacts of process change request, document changes and ensure collaboration between relevant groups and stakeholders to capture requirements needed to initiate a change and prioritize initiatives based on business needs and requirements
- Effectively communicate insights and plans to cross-functional team members and management
- Conduct post implementation analysis to understand the benefit of process change
- Manage end-to-end implementation of process changes, including developing project plans and monitoring progress to ensure budget and timeline adherence
- Scan the market to stay up-to-date on the latest process and IT advancements to automate and modernize systems
- Effectively coordinate all Audit related requirements, track and ensure satisfactory closure of any issues highlighted in Internal, Regulatory, Project audits
- Contingent workforce management related to hiring and cost, making sure there is an effective utilization of resources, and adherence to compliance
- Ensure process documentation and compliance adherence
Measures of Success
- Timely completion and no adverse observations in internal/external audits
- Timely and accurate project metric reporting
- Process adherence as per MOU
- Timely & accurate updation of process documentation
Technical Skills / Experience / Certifications
- Knowledge of Customer Service systems and processes
- Knowledge of quality framework
- Project management experience
- Vendor Management experience
Competencies critical to the role
- Planning and Organizing
- Analytical Ability
- Stakeholder Management
- Process Orientation
Qualification
Post Graduate in any discipline
Preferred Industry
FSI
