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SBI Card
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Assistant Vice President - CCRP Validation

Assistant Vice President - CCRP Validation

SBI Card

10 - 17 years

35 - 40 Lacs

gurugram

Posted:2 weeks ago| Platform:

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Skills Required

process orientation external audit process documentation analytical wellness customer service medical insurance assistant vice president monitoring complaint management

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 employees for Governance of complaint management across organization.

Role Accountability

Develop comprehensive Quality management framework for the team to drive accurate validations of complaints at the organization level
Design "to be" SOP for complaints and ensure accurate/complete reporting of complaints for the business
Ensure revalidation of complaints received across organization (Internal and External Complaints) as per the designed SOP for complaints
Ensure calibration of complaints identified during revalidation with other functions
Feedback sharing with the responsible functions for accurate validation
Ensure MIS & Reporting of Revalidation
Ensure creation of new complaint categories as per changing business requirement and review of existing complaint categories
Ensure Complaint Registration Process is in accordance to the complaint management SOP
Ensure accurate and timely Complaint resolution and monitoring of resolution
Work with various functions for improvement of resolution accuracy
Drive process changes for enhanced customer experience through complaint resolution
Focus on reduction of Gross complaint volumes for the business
Drive closure of ATR received from Board Appointed committee regarding complaints
Ensure process documentation and compliance adherence

Measures of Success

Complaint resolution Rate
Reduction in no. of complaints
No adverse observations in internal/external audits
Process adherence as per MOU

Technical Skills / Experience / Certifications

Understanding of credit card industry landscape
Understanding of customer service processes
Knowledge of regulatory framework

Competencies critical to the role

Detail Orientation
Analytical Ability
Process Orientation
Market Awareness

Qualification

MBA in any discipline

Preferred Industry

FSI

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