Manager - KYC

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

1. 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
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

1. Responsible for Spearheading a team involved in critical regulatory KYC decisioning process i.e. validating of documents / details submitted by the existing customers for their periodical KYC/ address change requests together with:
2. Ensuring team Inventory Management & Quality metrics are met
3. Dashboard & Reporting for critical Metrics to Senior management on regular basis
4. Managing the Agency Billing and PO Creation process
5. Managing Timely Audit & SVCL Achievement for various agencies
6. Working in alignment to meet Audit & regulatory requirements
7. Leading system developments & Projects

Role Accountability

KYC Regulatory process decisioning metrics - TAT & Accuracy , Production team

1. Strategize and manage the day to day production related activities for KYC documents received (address change + renewals/addon ) like allocation including VIP etc. and ensure accuracy through internal audits, trainings, refreshers and proactive controls
2. Ensure adherence to the SOPs and critical compliance policies, guidelines with close monitoring of the dynamic regulatory changes and impact thereof
3. Ensure close trackingof the inflow/Accurate capacity planning - Responsible for the relevant inflow/productivity/accuracy and TAT relatedMIS's /dashboards, highlight aberrations , exceptions well in time and strategies measures accordingly
4. Resolve customer issues/escalations liaising with Customer services ,Compliance etc.
5. Ensure 100% compliance on the process management/ SOP's with regard to regulations in place (related to KYC documents/policy)
6. Cater to exceptional requests, escalation, queries and activities as required by the business
7. Ensure regular COE audits, discuss findings & implement corrective measures

Projects/process automation

1. Analyze the managed processes for identification of inefficiencies/enhancement opportunities and recommend changes to the process accordingly
2. Ensure timely implementation of any automation/system development projects within assigned area of responsibility - close looping the discussions with development teams , testing /implementation

Fulfilment Agency Management- Renewals/ Addon ( across agencies)

1. Handle the entire Agency Fulfilment process for KYC renewal/addon /Pan allocated portfolio to the aligned agencies .This includes defining and implementing key strategies for increasing agency throughput /penetration across all agencies for various portfolios aligned
2. Manage the tele calling processes at the agency , monitor performance metrics, internal controls
3. Ensure 100% accuracy on Self verified check lists( SVCL) every month - including standard scripts adherence ,audit ,data purging etc.
4. Ensure Agency cost management - including negotiations /cost saving initiatives
5. Ensure penalty get imposed while non adherence to the SLAs
6. Roll out different campaigns & incentive plans to prioritize identified base to increase the penetration
7. Conduct Monthly review with Agency managers to monitor the monthly performance/conversion/penetration

Pan Portfolio Mgmt.

1. Action on Income Tax monthly report by subsequent month
2. Ensure 100% accuracy in (PAN) report out including validation, updation on v+
3. Ensure 100% PAN ratification on KYC renewal base

Budgeting/Vendor Mgmt. Process

1. Ensure monthly PR, PO process are in line with business across all expense lines for KYC team
2. Ensure timely closure of aged POs on system to release unutilized budget in respective CDRs
3. Ensure 100% closure on GSTR within TAT as per input received from Tax team
4. Ensure process documentation and compliance adherence

Measures of Success

1. Achievement of operational metrics as per SLA - Process accuracy, resource productivity and TAT adherence
2. Compliance adherence to KYC renewals for primary and add on cards for overall penetration targets
3. Vendor productivity & SLA adherence
4. No. adverse observations in internal/external audits
5. No. of initiatives suggested for automation/system developments
6. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Excellent working knowledge on Excel/PowerPoint
2. Understanding of KYC regulatory compliance framework
3. Vendor management experience

Competencies critical to the role

1. Stakeholder Management
2. Process Orientation
3. Detail Orientation
4. Adaptability
5. Analytical Ability

Qualification

Graduate in any discipline

Preferred Industry

FSI