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SBI Card
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Deputy Manager - Vendor Audit

Deputy Manager - Vendor Audit

SBI Card

6 - 11 years

11 - 12 Lacs

gurugram

Posted:-1 days ago| Platform:

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Skills Required

publishing process orientation data security analytical medical insurance stakeholder management operations fsi performance improvement

Work Mode

Work from Office

Job Type

Full Time

Job Description

SBI Card truly lives by the work-life balance philosophy. We offer a robust we'llness and we'llbeing program to support mental and physical health of our employees
Admirable work deserves to be rewarded. We have a we'll 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

The role is responsible to manage all collection vendor audit processes and activities ensuring alignment with the overall as we'll as functional business objectives.

Role Accountability

Coaching & Mentoring - Vendors & Agency Managers- 50%

Manage New Hire Orientation on SVCL, Code of Conduct, Compliance guidelines for vendor staffs and new hired agency managers in base & aligned locations
Ensure Quarterly Code of Conduct refreshers are in place for executives at aligned locations/vendor staffs
Ensure shorter learning curve on key compliance metrics & track agent/agency performance/improvement
Lead Operational Process trainings and demystification on policies
Work with stakeholders to prepare Monthly training calendars basis TNI
Ensure telephonic customer interactions made at vendor premise are checked on quality & compliance parameters
Sample Live call listening/barging at vendor premise
Coach vendor staff to improve quality of interaction with customers, thereby reducing customer facing & company impacting defects (Reputational & Financial)

Vendor Process Quality Check -30%

Review & Analyze SVCL assessed by Line Managers
Review 3rd party collection vendors on defined SVCL parameters across locations (Tier I, II & III) for SBI Card
Review outsourced tele-calling shops on defined SVCL parameters
Closure of SVCL with respective line managers as per defined timelines
Exit /Offboarding review of vendors and ensure data purging, HDD disposal and issuance of no objection clearance
Drive adherence to defined SVCL PEN

Reporting -20%

Train and coach staff on SVCL parameters in aligned zone to reduce repeatability of defects
Highlight red flags with potential process fix to stakeholders
Provide input into the design and execution of action plans for identified issues
Maintain Data security check and report publishing to management

Measures of Success

Adherence to SVCL guidelines for Vendor coaching
SVCL PEN target
SVCL Report Closure within Business TAT
Identify Process Gaps, Closure & Reporting
Decrease of defect trend of assigned vendors / zone
Process Adherence as per MOU

Competencies critical to the role

Analytical Ability
Process Orientation
Detail Orientation
Stakeholder Management

Qualification

Graduate/ Postgraduate in any discipline

Preferred Industry

FSI

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