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 leading a team of FTE's including team leaders, subject matter experts & underwriters managing the decline review process, handling huge declined applications, contributing to an increase in application approval rate for new accounts, along with driving operational process improvement initiatives.
Role Accountability
- Oversee Decline review Process and ensure review of all eligible decline applications as per Credit DOA matrix and regulatory framework for carding
- Analyze daily decline data to ensure that all the eligible cases gets carded, identifying and delivering process improvements/re-engineering across area of responsibility, through reject inferencing and working in close collaboration with Credit,Operations & Sales teams
- Ensure critical business metrics (approval rate, TAT & Accuracy) are within agreed thresholds while restarting declined applications
- Manage the Critical exception ticket process for VVIP/VIP/HNI/Aurum/Wealth/PEP Customers, which includes considering important deviations likes Credit Line Increase, Verification Waivers, Surrogate Waivers etc. as per guidelines defined by Risk to ensure prioritized customer experience & reduced TAT
- Conduct proactive review of delinquencies to tweak action plans as necessary
- Conduct Root Cause Analysis to prevent repeat issues and drive First Time Right opportunity
- Manage the referred declinable segment cases coming in UW -GC Q for prompt reviews, deviations & underwriting
- Ensure the Business CTQ's are met including daily Productivity, Quality Grades etc. for all team members & of the process
- Oversee timely preparation and publishing of process productivity MIS and Dashboards for concerned stakeholders
- Ensure adherence to all process SOPs and compliance guidelines by the team
- Ensure process documentation and compliance adherence
Measures of Success
- Approval rate improvement
- Reduction in scrabble/Queries Q TAT/Mails
- % Increase in FTR Accounts Contribution
- Timeline Adherence in implementing Credit Policy changes
- FTE Productivity
- Process accuracy %
- Timely and accurate MIS/ Dashboard/Report publication
- Process adherence as per MOU
Technical Skills / Experience / Certifications
- Excellent understanding of Credit Card Sales & Operations process / audit and compliance policies
- Project management experience
Competencies critical to the role
- Stakeholder Management
- Process Orientation
- Detail Orientation
- Analytical Ability
Qualification
Graduate in any discipline, post graduate preferred
Preferred Industry
Service Industry
