Senior 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

Responsible for:

1. End to End Data management for Renewals- Data Freezing & Communications
2. Ensuring Adherence to regulatoty compliance and Audit requirements
3. Managing the PAN portfolio and ensure zero escalations
4. Planning for Renewals communication plans and draft templates and manage the customer communication as per business requirement
5. Managing campaigns within the KYC process and ensure effective conversions on renewal base
6. Managing Customer complaint process (CCRP)
7. Leading Automation and system developments and Process Improvements within the team

Role Accountability

1. Data/dashboards/metric reporting for all KYC processes ( Renewals , Addons )including the critical regulatory aspects of data identification /finalization across processes
2. Manage the yearly data finalization for the KYC renewal processes : This should be done in strict adherence to the applicable regulations/policies
3. Create proactive measures & controls to ensure 100% accurate data updations & reconciliations across KYC portfolios
4. Oversee deduplication of database across bases/at CRN levels to ensure minimal customer complaints
5. Ensure timely demographic updations /agency data maintenance to ensure accuracy in post facto processes
6. Manage regular dashboards/MIS's including SMT /CEO report outs ( Key SMT forums include ERMC/CRC )
7. Ensure System level updations /reconciliations - V+/Cardone/WCP
8. Identify/create & execute proactive controls to ensure PII data safety /restricted access to critical data /dashboards
9. Provide necessary support for timely completion of Internal/External Audit
10. Ensure timely and accurate updation of process documentation in line with any changes to internal guidelines/regulatory requirements
11. Document Archival process mgmt.
12. Ensure complete adherence & compliance towards the regulations/processes around document archival/storage/retrievals
13. Manage the historical reconciliation of KYC documents at the archival agency & ensure monthly SVCL (self verified check list) ratification
14. Customer Communication - SMS/Email/Letters/Website content related to KYC/Card one
15. Create execution roadmap as per agreed communication strategy for defined customer segments and ensure adherence to the defined policies/procedures on the same- Renewal, address change, Online spenders, High Vs
16. Oversee maintenance of records /delivery schedules and close tracking of communication on all bases to ensure regulatory policies adherence /audits
17. Create controls to ensure PII data safety /restricted access to critical data /dashboards
18. KYC+ Pan Portfolio management
19. Ensure End to end management of PAN validation process for KYC Renewal base PAN ratification process
20. Ensure Communication strategy for PAN rectification - SMS/email /letters and relevant updation on mainframe systems as per SOP
21. Ensure V+ updations and modifications of PAN as per defined SOP
22. Resolve Cardone queries/ service requests
23. KYC Complaint Management
24. Ensure 100% closure of customer related complaints - CCRP/Offer
25. Ensure Closure as per the agreed TAT
26. Ensure CCRP Reporting as per the timelines
27. Work on detailed RCA and Proactive controls to control /reduce customer complaints
28. Projects/Automation
29. Identify opportunities for automation /increase in accuracy /secure PII management. : System developments - preparing BRD's , close looping the discussions with development teams , testing /implementation
30. 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 in data management and reporting for KYC
3. No adverse observations in internal/external audits
4. Timely & accurate MIS publication
5. Adherence to communication plan
6. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Understanding of the existing subsystems involved/their interlinkages ( V+/WCP/Cardone)
2. Excellent working knowledge on Excel/PowerPoint
3. Understanding of regulatory compliances on KYC

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