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 Digital Card Delivery, VIP & Priority delivery and Exception delivery management Processes with faster turn around time and accuracy. Managing digital delivery & Priority delivery tracking based on automated exception approval process and automation & key process changes basis involvement of BOT, Robotics and other smarter solutions. Focus on E- Card delivery followed by plastic card delivery.
Role Accountability
- Manage end to end digital card delivery, RTO tele calling and curing for VIP customers and priority delivery processes, ensuring adherence to internal and regulatory guidelines
- Market understanding for industry best practices and conduct trend analysis of internal performance metrics to come up with innovative solutions to enhance process efficiencies and customer experiences
- Track Digital delivery at all stages of Card life cycle & extract analysis conducted by various BOTs and analysis of tele calling data to improve process efficiencies and enhance customer experience
- Review and monitor the daily QC check list and ensure 100% coverage basis the defined parameters
- Ensure adherence to SOP and BCP by all vendors and timely submission of BCP completion reports
- Manage exception process for all card delivery failure cases and allocate them to pre and post curing shops as appropriate, ensuring timely and successful resolution of the same
- Manage VIP / Non-VIP complaints resolution process by monitoring daily complaint inflow, providing timely feedback to respective department, conducting RCA and driving closure within TAT partner with stakeholders to reduce complaints
- Analyze vendor efficiencies in delivering premium cards to various pin codes to fine tune allocation in the system and minimize delivery TATs
- Oversee daily reconciliation of dispatch volumes of premium cards between embossing shops and courier agencies
- Ensure successful implementation of digitization efforts - increased usage of digital tools and adoption of RPA process
- Oversee adherence to data security measures in place in all vendor operations
- Ensure adherence to budget as agreed in MOU and drive efficiencies to reduce cost
- Manage vendor relationships and ensure timely reporting of all metrics and SLA adherence
- Support internal and external processes and workflows, suggest improvements based on data analysis review SVCL and audit scores
- Ensure all the data required data points are furnished in a timely manner internal/external auditors
- Ensure process documentation and compliance adherence
- Fast response to escalations with resolutions
Measures of Success
- Cost reduction as per MOU
- Automation as per MOU
- Reduction in complaints related to card not received
- No adverse observations in internal/external audits
- Regular process enhancement initiatives
- Timely and accurate vendor billing / payment
- Voice / Feedback of VIP customers shall be excellent (if received)
- Adherence to operational SLAs (VIP Card delivery TAT, First cut & Final cut RTO, calling efficiency etc.)
- Vendor productivity levels within agreed thresholds
- Process Adherence as per MOU
Technical Skills / Experience / Certifications
- VIP customers and escalations management experience
- Basic understanding of Vision Plus and Cardone systems
- Knowledge of logistics industry landscape
- Knowledge of Tele-Calling Set-ups
Competencies critical to the role
- VIP /Exception management
- Analytical Ability
- Planning & Organizing
- Stakeholder Management
- Process Orientation
Qualification
Post Graduate/Graduate in any discipline
Preferred Industry
BFSI
