Manager - Walk in desk & BO Support

SBI Card

3 - 5 years

4 - 7 Lacs

hyderabad

Posted:2 hours ago| Platform:

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Skills Required

rca networking people management skills mis ms outlook reconciliation wellness medical insurance stakeholder management ms office

Work Mode

Work from Office

Job Type

Full Time

Job Description

Managing SBI Card Face to Face Interactions (Walk-in Desk)
Handling complaint received from sales, collections and location stakeholders
SBI Branch stakeholder management

Role Accountability

Redressal of customer complaints / escalations received through RBI/SBI and walk-in desks.
Responsible for providing best possible solution to end customer.
Identify root causes for escalations, suggest process improvements.
Highlight to all stake holders on escalations received.
Handle walk-in customers and RBI complaints, complete RCA with quality resolution
Ensure Wing-to-Wing Resolutions of cases received with utmost accuracy and delivering best in class service.
Final Resolution to be communicated to Customer and related stake holders.
Conduct Service camps at SBI branches manned/unmanned in and around locations
Maintain reports / mis / dashboards for the activities handled to monitor performance and progress
To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions.
Ensure completion of cases within timelines and within quality standards.
Handling good relationship with RBI and local SBI offices and reconciliation of complaints / queries is very critical.
Revenue generation through Upsell, Retention, Collection and New acquisition
Ensure FCR> 95% , reduction in repeat

Measures of Success

No External/ Internal Escalation
Defined TAT on BO, Walk-in Escalation to be met
Positive VOC and feedback from customers and BO
100% Productivity
95% quality target to be met
FCR target to be met
Retention target to be met

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