Assistant Manager

Job Description

About the company 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. 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 Managing, Execution/resolution of External Escalations received from SBI, Govt Channel, Ministry of finance, Ministry of Consumer Affairs. Role Accountability Ensure Wing-to-Wing Resolutions of cases with utmost accuracy and delivering best in class service. Final Resolution to be communicated to Customer and external as well as internal Stakeholders, Senior management team, other external sources thus ensuring daily productivity is met with 100% quality and adherence to the process TAT. Root Cause Analysis of complaints, identifying and highlighting gaps/errors to concern dept for avoidable/net complaints Ensure execution and resolution of all cases/escalations within the Process TAT. As per requirement, matter should be to taken up with concern functions/depts for deviation, Service Recovery where gap/laps identified Identify chronic issue in system and drive it closure via Root Cause analysis To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions. Preparation of case sheet and timely submission to manager Validation and Revalidation of complaints Function comfortably in a fast-paced performance-based customer services environment where cases are monitored, recorded and assessed for quality of performance. Ensure TAT, Productivity , quality targets are met, submission of MIS on regular basis with analysis of each complaint as per SOP Ensure proper heads up on each case and submission of case analysis, drafts to the SBI and top management Ensure that legal and senior management opinion is taken in policy no, probable escalation and legal threats Adhere to Credit policies, maker-checker process and maintaining the data for audit requirement Ensure each transaction dispute/Suspected Fraud case is taken up with FRM and Investigation team for final conclusion Measures of Success Quality - 98% Productivity -100% FKAT training quiz score - 100% Execution/Resolution TAT - as per Govt Portal TAT/Ministry TAT Response TAT = 4 hours Quality of Resolution and Communication , FKAT (Training Quiz) scores Productivity Adherence to Process TATs Avoidable/Repeat Escalation Analysis of complaint/Root Cause Analysis Timely submission of MIS Technical Skills / Experience / Certifications MS Outlook Competencies critical to the role Excellent, professional phone and communication skills - interpersonal, verbal, and written with the goal of influencing outcomes. Must be able to build positive, productive relationships with customers and team members. Good networking skills. Excellent Qualification Graduate from a recognized University, Proficient in use of Microsoft Office including Outlook, Excel, and Word Preferred Industry Customer Services - Complaint Management