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SBI Card
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Assistant Manager - VIP Servicing

Assistant Manager - VIP Servicing

SBI Card

1 - 5 years

3 - 7 Lacs

gurugram

Posted:1 day ago| Platform:

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Skills Required

relationship management bfsi process improvement billing service industry customer retention service quality operations monitoring auditing

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 VIP Servicing by managing Card account of VIP, Execution/resolution of VIP Cases on utmost Priority, RM based Preemptive exceptional base priority services.

Role Accountability

Ensure Wing-to-Wing Resolutions of all VIP cases with utmost accuracy and delivering best in class service
Manage VIP Preemptive Servicing through effective Onboarding/Card Statement delivery, Real Time automated transaction Decline curing (RADAR), Payments Charges, Collection receivables/KYC renewal fulfilment as per RBI guidelines, Reinstatement/Activation of Card Account, monitoring of SR, End to End mapping of services
Adhere to productivity, reactive and proactive TAT, quality standards, process metrics as per SOP, Credit policies, maker-checker process
Function as a Relationship Manager for each VVIP account and ensure proactive account-level management, seamless transaction of routine services, and regular connects with the clients
Perform RCA for chronic issues /Process improvements by initiating projects aiming enhanced service delivery to VIPs, productivity enhancement and better quality
Ensure Critical account level tasks are done properly which are Reinstatement of account, Credit limit increase (audit item), approvingVerifying KYC documents for change of contact. Card flipping/upgrade, Reward points reinstatement, Change of billing cycle, change of statement mode on Vision+, Reissue/replacement of cards. Risk/Pricing/product deviation for retention of VIPs, VIP application curing
Maintain data for audits of processes and sub-processes and liaise with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process
Ensure process documentation and compliance adherence

Measures of Success

Service Quality Score
Cases processed per day
FKAT training quiz score
Execution/Resolution TAT
Response TAT
Voice of Customer
Zero Avoidable Escalation
Performance Retention Score
Customer Retention Rate
Process Adherence as per MOU

Technical Skills / Experience / Certifications

Knowledge of Credit cards / CRMs/ Operational processes
Experience in complaints handling, process improvement in customer services
Experience in managing HNI/VVIP customer relationships

Competencies critical to the role

Influencing Skills
Relationship Management
Problem Solving
Stakeholder Management
Customer Orientation

Qualification

Graduate in any discipline

Preferred Industry

BFSI or similar Service Industry

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