2 Cardone Jobs

About the company SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. 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. Join us to shape the future of digital payment in India and unlock your full potential. 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 payment interactions efficiently and effectively which involves timely allocation of interactions, regular coordination with cross functional stakeholders and payment agencies to resolve customer issues timely, & reporting of process KPI's/dashboards. Role Accountability Prepare complaints/request SR allocation and assign the cases to respective agents. Daily allocation & performance reports sharing with management. Reporting the pre-alert/TAT burst cases to cross functional teams for faster resolution & timely closure. Drive resolution of customer complaints within the defined TAT to ensure timely closure of the cases. Perform tele-calling on CardOne cases for extracting details like incomplete details and MIS updation in case required. Co-ordinate with cross functional teams to get necessary resolution, follow-ups and closure of complaints and also update all stakeholders with relevant CS updates. Co-ordination with payment agencies, bank & aggregators on disputed transactions to resolve the customer issue timely. Analyse repeat complaints to identify the issue & requirements to resolve it positively. Regular interlocks to discuss on CSA error's or knowledge sharing with CS/CSA's to take a valid complaint. Processing of adhoc TRAN file for wrong transactions rectification & credit postings. Closure revert monitoring & improvement Perform process documentation and compliance adherence Measures of Success Process Accuracy %. 100% timely allocation & resolution on complaints/requests. Within TAT closure of the complaints/requests. No. of complaints related to payment not received (Open Recon Items). No. of process enhancement initiatives recommended. No. of adverse observations in internal/external audit. Timely and accurate reporting of MIS / business dashboards. Technical Skills / Experience / Certifications Understanding of core systems like V+, & CardOne. Knowledge of payment processes and associated payment platforms (BBPS, UPI, IMPS, VMT, OTC, Cheque payments etc.) Competencies critical to the role Analytical skills Organizational product knowledge & process Orientation Customer centricity with compassion Stakeholder Management Listening, Verbal and Written Communication skills (Hindi & English) Qualification Post Graduate/Graduate in any Discipline Preferred Industry BFSI

About the company SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. 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. Join us to shape the future of digital payment in India and unlock your full potential. 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 Manage key operations projects from initiation to delivery by ensuring timely implementation with high quality outcomes. The role is responsible for system setups/implementations ofnew Product launches, policy changes on systemas well asprojects impacting key Operations metrics likeAutomation, Productivity, Accuracy, Cost, Customer experience as well as regulatory compliances. Role Accountability Drive criticalProjects for operations which includes ideation/conceptualization of changes, Impact analysis & detailed BRD submissions. Develop detailed UAT scripts creation/execution. Coordinate internal and external resources for the planning and execution of projects. Stakeholder Management & Communication- Monitor and communicate regular project progress, risks & issues to stakeholders including SMT. Proactively work to remove project obstacles, identify, and manage issue escalations, and provide support to teams balancing competing priorities. Ensure timely & accurate Production system maintenances for Operations systems for the predefined front end setups ( new products as well as ongoing business requirements). Assess and identify continuous improvement opportunities to ensure optimal process flow & outcomes. Ensure process documentation and compliance adherence as well as Audit readiness - Internal and external audit readiness on records, S.O.P.s, deviation/exception, processes- measured in terms of adherence to laid down processes. Measures of Success Projects in scope Vs delivered successfully. Minimal Variance in terms of schedules of delivery. 100% accurate system set ups/accurate maintainences as per TAT defined. Timely and accurate progress/risk/deviation reporting. No adverse observations from internal/external audits. Technical Skills / Experience / Certifications Understanding of core systems like V+/CardOne/CEMS/WCP etc. Understanding of Operations processes. Understanding of the regulatory landscape for Operations processes. Competencies critical to the role Analytical Ability Innovation & Problem Solving Detail Orientation Process Orientation Stakeholder Management Qualification Masters/Graduate in any discipline Preferred Industry FSI