Assistant Manager

Job Title: Manager – Collections (Telecalling Channel Management) Department: Collections Industry: Credit Cards / Financial Services About SBI Card SBI Card is a leading pure-play credit card issuer in India, committed to empowering customers with innovative and rewarding digital payment solutions. With our core philosophy of "Make Life Simple," we aim to enhance every customer interaction while fostering a vibrant, inclusive, and performance-driven workplace. We are proud to be an equal opportunity employer and strive to maintain a culture that celebrates diversity, inclusivity, and respect for all. What’s In It For You: Flexible work-life balance supported by wellness and mental health programs Comprehensive rewards and recognition framework Inclusive team culture with gender-neutral policies Health coverage that includes medical, accidental, dental, OPD, and more Learning & development frameworks for continuous career growth Role Purpose: To manage and drive the performance of telecalling channel partners handling collections across the assigned portfolio, ensuring operational efficiency, regulatory compliance, and achievement of key collection metrics. Key Responsibilities: Channel Partner & Portfolio Management Execute and monitor the collection strategy for the assigned site. Manage vendor capacity planning, resource optimization, and process effectiveness. Drive performance through structured reviews, portfolio segmentation, and strategic dialer management. Oversee agent-level performance including daily call audits, compliance checks, and productivity metrics. Operations & Compliance Ensure system uptime for CRM/Dialer and telecom infrastructure in coordination with internal teams. Conduct regular call quality reviews, sample evaluations, and agent feedback sessions. Track agent behavior trends – absenteeism, login issues, quality deviations – and drive remedial actions. Risk & Legal Recovery Support Identify accounts for legal recovery channels like arbitration, Lok Adalat, etc. Monitor field referrals based on segmentation strategy and historical performance. Ensure training & certifications of telecalling staff per compliance guidelines. Process Excellence & Reporting Maintain oversight on agency payouts, SLA compliance, and billing accuracy. Perform regular spot audits to ensure data security and adherence to internal controls. Analyze daily performance action codes and derive insights for corrective action. Measures of Success: Resolution Rate / Normalization Rate / Rollback Rate KP Target Achievement Money Collected / PLI Penetration / Tele Retention Rate NFTE Productivity and Training Coverage Customer Complaints Volume Vendor SLA Adherence Audit Observations (Zero non-compliance) MOU & Process Adherence Technical Skills / Experience Required: Strong knowledge of credit card products and collections operations Experience in managing large, distributed telecalling vendor teams Hands-on understanding of dialer strategies and contact center tools Competencies Critical to the Role: Stakeholder Management Result Orientation Process and Compliance Orientation Analytical Thinking & Problem Solving Qualifications: Graduate or Postgraduate in any discipline Preferred Industry Experience: Credit Card / Consumer Lending / Financial Services