Assistant Manager - CCRP

About the company

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

• wing-to-wing management of the sales complaints resolution process.
• wing-to-wing management of the Refuse to Accept Retention Process.
• Escalation Management & resolution process for Sales Issues
• Ensuring transactions & BFD calls are monitored to ensure accuracy and feedback to agents for errors
  

Role Accountability

• Manage Sales customer complaint resolution, ensuring effective resolution to provide a great customer experience
• Conduct capacity planning basis trend analysis of inflow volumes to ensure appropriate staffing of agents across processes managed
• Coordinate with CS for getting Sales complaints data for the CCRP Process ensuring that the cases where backcheck call logs are received from sales are accurately validated within TAT
• Identify Back Check Call Defect, No Back check Call, Miscommunication Feature SR cases for BFD Process ensuring adequate attempts are made for contact as per process before resolving this as a NC case and final remarks are updated in Cardone before closing
• Analyze customer calling processes to identify conversion opportunities from manual dialing to dialer-based processes for enhanced efficiency
• Conduct comprehensive Product refresher training for internal card one calling ensuring that the right product information in passed on to the customer
• Coordinate with stakeholders on customer concerns on issues Like:-- CPP Cancelation, Card upgradation / Degradation Related Issues & Annual Fee related issues
• Ensure process documentation and compliance adherence
  

Measures of Success

• SR TAT Burst
• TAT Adherence
• Agent Productivity
• Process Accuracy %
• Process Adherence as per MOU
  

Technical Skills / Experience / Certifications

Competencies critical to the role

• Stakeholder management
• Analytical ability
• Detail Orientation
• Strategic Orientation
  

Qualification

Preferred Industry