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Assistant Manager - Escalations & Monitoring TL

Assistant Manager - Escalations & Monitoring TL

SBI Card

1 - 6 years

3 - 8 Lacs

gurugram

Posted:2 months ago| Platform:

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Skills Required

sales operations mis process improvement analytical social media customer retention medical insurance stakeholder management rta monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 managing a team of FTEs handling the process of Escalation Management/ Monitoring and RTA process.

Role Accountability

Coordinate with the operations team to receive inputs in regular Intervals to maximize Contact% & Retention% in the RTA process
Conduct comprehensive Product refresher training for internal card one-calling
Ensure that the right product information is passed on to the customer
Ensure sending the retention cases to the operations team on a regular basis for card delivery and keep the aging of received data within parameters
Manage wing-to-wing follow-up of the case and coordinate with stakeholders on the customer concerns on issues such as CPP Cancelation, Card upgradation / Degradation Related Issues and Annual Fee-related issues
Manage CCRP Process Audit basis customer complaints to have better control on the process of Call listening Activity, (Defects/ No defects), MID basis Closed cases, BFD Calls validation ( BFD Positive/ BFD Negative/ Not Contactable cases)
Ensure Reports are published to stakeholders on a weekly basis with complete feedback & Errors identified
Share the best practice within the team for enhancement of retention %
Conduct comprehensive Product refresher training with the team on a process improvement basis the call validation
Ensure that all the escalations received from the BO/Social media/ombudsman/Chairman/MD/CEO escalations desk - Ensure a Recon tracker is maintained and reported
Co-ordinate with the Sales team for Backcheck calls/ Evidence related to customer complaint
Share the Complete RCA of the case with the stakeholder with evidence & Close the case with the concerned department
Ensure compliance with functional processes to ensure Audit readiness for Internal and external audits
Ensure process documentation and compliance adherence

Measures of Success

Timely closure of assigned case within TAT
FTE/ NFTE Productivity
Timely and accurate publication of MIS / business dashboards with retention %
Adherence to Audit Compliances
No adverse observations in internal/external audits
Process Adherence as per MOU

Technical Skills / Experience / Certifications

Excellent understanding of Credit Card Sales & Operations process/audit and compliance policies, Excel.
Experience in customer retention-related activities will be preferred
Knowledge of the Audit process

Competencies critical to the role

Stakeholder management
Analytical ability
Detail Orientation
Strategic Orientation

Qualification

Graduate in any discipline

Preferred Industry

Credit card or from Banking Industry

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