About Us JOB DESCRIPTION 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, color, 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 the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR. Role Accountability Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR Ensure various critical segments as defined by business are reviewed and performance is driven on them Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies Ensure 100% data security using secured data transfer modes and data purging as per policy Ensure all customer complaints received are closed within time frame Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating Ensure agencies raise invoices timely Monitor NFTE ACR CAPE as per the collection strategy Measures of Success Portfolio Coverage Resolution Rate Normalization/Roll back Rate Settlement waiver rate Absolute Recovery Rupee collected NFTE CAPE DRA certification of NFTEs Absolute Customer Complaints Absolute audit observations Process adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of Collection Processes Competencies critical to the role Analytical Ability Stakeholder Management Problem Solving Result Orientation Process Orientation Qualification Post-Graduate / Graduate in any discipline Preferred Industry FSI

About Us JOB DESCRIPTION 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 the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR. Role Accountability Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR Ensure various critical segments as defined by business are reviewed and performance is driven on them Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies Ensure 100% data security using secured data transfer modes and data purging as per policy Ensure all customer complaints received are closed within time frame Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating Ensure agencies raise invoices timely Monitor NFTE ACR CAPE as per the collection strategy Measures of Success Portfolio Coverage Resolution Rate Normalization/Roll back Rate Settlement waiver rate Absolute Recovery Rupee collected NFTE CAPE DRA certification of NFTEs Absolute Customer Complaints Absolute audit observations Process adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of Collection Processes. Competencies critical to the role Analytical Ability Stakeholder Management Problem Solving Result Orientation Process Orientation Qualification Post-Graduate / Graduate in any discipline Preferred Industry FSI

About the company 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. 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 The role is responsible to perform accounting and bookkeeping activities, balance sheet reconciliations and collaborate with auditors in order to ensure timely account closing and reporting in accordance with the guidelines and best practices followed by the organization. Role Accountability Closing of books of accounts and Reporting Preparation of Balance Sheet, Profit and loss statement in line with Ind AS guideline. Capital Risk Adequacy Ration in line with RBI Master direction applicable for NBFC for each reporting date Preparation of Balance Sheet Pack for CFO and Controller Review Preparation of P & L dashboard for monthly review Prepare ratio analysis for ad hoc reporting to RBI/SBI Assists in preparing Schedules/notes in relation to annual financial statement Prepare Open items for ORMC reporting Audit coordination Coordinate with peer department for information related to qtrly/annual audit [RBI/CAG/Statutory audit] Coordinate with RISK/CS/Treasury to arrange data for adhoc audit queries from regulator. Measures of Success Timely closure of monthly/quarterly books and reviews Timely closure of audits Zero unreconciled accounts and no aged open items Compliance to prescribed internal control, laid down policies and procedures Timely and accurate updation of process documentation Process Adherence as per MOU Technical Skills / Experience / Certifications Knowledge of closing and reporting Knowledge of Indian GAAP, new Ind-AS and Regulatory requirements for NBFC Competencies critical to the role Process Orientation Detail Orientation Quantitative Ability Qualification CA Preferred Industry FSI

About the company 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. 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 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 Technical Skills / Experience / Certifications MS Outlook (MS Excel, Powerpoint) Competencies critical to the role Excellent team/ people management skills. Excellent, professional phone and communication skills - interpersonal, verbal, and written with the goal of influencing outcomes. Must be able to build positive, productive relationships with customers and team members. Good networking skills. Excellent listening, trouble shooting, problem solving and analytical skills with ability to resolve conflict effectively. Strong organization, time management, and multi-tasking skills. Self-starter with ability to work independently with minimal supervision. Proficient in use of Microsoft Office including Outlook, Excel, and Word Qualification Graduate / Post Graduate from a reputed institute with 3-5 years of experience in credit card industry. Proficient in use of Microsoft Office including Outlook, Excel, and Word Preferred Industry Customer Services - Credit Card

About Us 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. 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 To effectively execute Enterprise Risk Management framework, interact with senior management team, highlight gaps in processes/ controls through effective risk assessment and governance of risk management processes in the organization. Role Accountability Organize and manage Enterprise Risk Management Committee (ERMC), Operational Risk Management Committee (ORMC), Information Security Committee(ISC) and New Product Introduction (NPI) meetings and highlight new material risks for the company and to ensure they are discussed at appropriate forums Prepare agenda/documentation/ minutes/ for ERMC, ORMC, NPI and ISC meetings and ensure adequate follow up of the issues/ recommendations of the committees and perform independent validation of closed items, highlight gaps to committee, if any Monitor Enterprise Risk Management practices to identify, analyze and report enterprise wide risk Ensure effective implementation of organization s risk management policy in accordance with risk appetite/ risk objectives and ISO 31000 framework and ensure its compliance with regulations and alignment with SBI policy strategically Design and maintain risk management tools like Key Risk Indicators, loss database, scenario analysis, stress test, etc. Report performance of KRI against management approved thresholds to risk committee Review KRI library including risk thresholds annually and recommend for update to VP ERM, wherever required Policy governance - Track policy approval due date, align documents with parent policy and regulatory guidelines, discuss gaps with policy owner and ensure document is updated before submission to board for approval and obtain stakeholder inputs before policy submission to policy review committee Develop frameworks and risk management programs to build risk proficiency and enhance organization risk culture Assist in strengthening ORM Framework, participate in Risk and Control Self-Assessment (RCSA) exercise, identify vulnerabilities and potential control gaps, discuss and formulate action items with process owners to bridge gaps and track action items for timely closure Perform independent testing to evaluate efficacy of internal controls, process, procedures or systems and consult with first line to open issues related to control failures, implementation plans and timelines to implement recommended actions Manage OR incidents, liaise with business for RCA, resolution and corrective action plan and report OR incident report to senior management Prepare ISO 27001 risk register and ensure it is current and updated Ensure adherence to regular process documentation practices in compliance with the process guidelines Measures of Success Completeness and timeliness in Board documentation, Timely reporting to SBI Monthly ORMC and quarterly ERMC are held in time and minutes circulated and tracked for implementation Effective Policy Management and Risk policy implementation Product governance and reviews are held as per schedule and in line with NPI process RCSA testing is done as per the process defined No adverse regulatory/audit findings Timely design and implementation of Risk awareness programs Timely and accurate updation of process documentation Process Adherence as per MOU Technical Skills / Experience / Certifications Extensive knowledge of Enterprise Risk Management frameworks and principles Experience in preparing deliverables for Management Committees and Board reporting Ability to apply Risk Management techniques for risk identification, assessment, measurement and the monitoring of exposures that may threaten the organization, come up with recommendation for result-oriented solutions Understanding of COSO Internal Controls Framework and ISO 31000 framework Understanding of Basel III Operational Risk Competencies critical to the role Team Player and ability to operate with tight deadlines Strong Communication & Interpersonal Skills with ability to effectively communicate across all levels of an organization and outside company boundaries Qualification CA/MBA Finance Preferred Industry BFSI, Any

About Us 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, color, 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 delivering on business metrics of portfolio resolution, norm, rollback and extraction/absolute recovery and ROR as per business operating plan through a team of Agency managers and Collection Vendors. Role Accountability Devise vendor allocation strategy for the CD/region and ensure appropriate capacity addition basis future business inflows in line with ACR guidelines Ensure adequate legal interventions on the portfolio Ensure various critical segments as defined by business are reviewed and performance is driven on them Conduct regular performance review with Vendors and Area collection managers for all critical metrics to track the portfolio health and performance trends Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines Reinforce compliance standards with area collection managers and vendors to drive adherence to code of conduct Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies Ensure all customer complaints received are closed within time frame Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating Ensure monthly cost provisions are reported as per timelines Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes In cases pertaining to Banca delinquencies, collaborate with partner bank branches in respective locations to track customers Measures of Success Portfolio Coverage Resolution Rate Normalization/Roll back Rate Settlement waiver rate Absolute Recovery Settlement waiver rate Extraction Rate ACM CAPE ROR Regulatory Customer complaint % Vendor SVCL Audit adherence Process adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of Collection Processes Competencies critical to the role Analytical Ability Stakeholder Management Problem Solving Result Orientation Process Orientation Qualification Post-Graduate / Graduate in any discipline Preferred Industry FSI

About Us 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 establishing and enhancing the framework for evaluating vendor risk and processes to support third party due diligence, risk assessment and ongoing monitoring. The role is also responsible for leading SBIC third party risk strategy, ensuring adequate resources are align to processes to support due diligence, risk assessment and ongoing monitoring, ensuring inherent risks and control gaps are accurately identified and remediated in timely manner. Role Accountability Manage risk assessment and due diligence processes, both at on-boarding and throughout the lifecycle as part of SBIC s Vendor Risk Management Program (VRMP) Lead vendor risk assessment program to ensure that organizational security risks are identified and appropriately mitigated Ensure all vendor relationships are documented and all contracts related to vendors that provide outsourced services are reviewed periodically from information security perspective Actively identify, prioritize and pursue opportunities to enhance SBIC s third party risk management processes and introduce innovative approaches and solutions to optimize efficiency and effectiveness Oversee vendor risk assessments from information security perspective using ISO27001, PCI DSS, NIST framework to meet the organization standards Monitor and report status of open observations and remedial efforts to SBI Card leadership Define, monitor and report KRIs/ SLAs pertaining to VRM, while ensuring tight integration with the Sourcing processes Represent Third Party Risk in Sourcing, Risk or organization-wide working groups and committees Monitor vendor compliance, undertake extensive vendor evaluations from information security perspective and then make active recommendations to the business / vendor to mitigate the risks and provide risk based clauses for the agreements with the vendor Work with the appropriate business users and experts, ensure that for any identified risk that require mitigating action, including vendor disengagement, a plan is developed and executed that indicates the process and/or service involved, the outgoing vendor, the replacement vendor, the anticipated timeline, measurable milestones, expected completion date and the plan for contingencies Act as a subject matter expert to assist the business in identifying and mitigating risks on their vendor relationships Deliver continuous training and awareness to Business partners on vendor risk Proactively engage on opportunities to work with the business to educate stakeholders on the Third Party Risk Management program Ensure process documentation and compliance adherence Measures of Success Successful closure of vendor risk assessments within the agreed timelines Increase in maturity of vendor risk Programs (Adoption & Capabilities) Timely and accurate development and maturing of the Vendor risk profiling of SBI Card Timely and accurate delivery of updates, presentations, assessment reports etc. to relevant stakeholders Alignment of Third-Party Risk Management Program with regulatory requirements Timely monitoring and reporting of KRIs/ SLAs pertaining to VRM Timely and accurate publication of MIS/ business dashboards Process Adherence as per MOU Technical Skills / Experience / Certifications Industry-standard certifications such as ISO27001 LA, CEH, CCNA, CISSP, MCP etc. Knowledge of contract terms and conditions Understanding of the inherent risks associated with engaging suppliers to perform services and support projects/initiatives Knowledge of common assessment control techniques Knowledge of analytic techniques and methods Understanding of security controls from a people, process and technology perspective Should be familiar with PCI-DSS framework Experience managing service providers/supplier relationships Competencies critical to the role Detail Orientation Process Orientation Stakeholder Management Influencing skills Qualification Bachelor s Degree in Computer Science / Information Security related areas Preferred Industry FSI

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 acting as a facilitator for Business Goals achievement. Role Accountability Ensure Budgeting and HC planning for all other verticals/Sub verticals as per SLA threshold and Project Cost associated with it - Align all Key stakeholders on the HC and Cost and take a sign off Ensure HC given to Call Centre is in line to Budget and Cost/actual spent is within Budgeted Cost Keep revisiting HC requirement with changes in volumes/threshold and help in cost efficiency Ensure business has required HC available at call Centre and business has visibility of it for next 90 days - This to be attained by doing calibrations with call centers regularly Align vendors/partners to bake in all the inefficiencies in HC plan like - Shrinkage, Attrition, Training throughput etc. as per trend and seasonality at their cost Maintain service levels on Inbound campaigns by monitoring and tracking data on an active real time Ensure volume & SLA management by implementing various measures like Overtime incentives post approval from FH Plan for new line of business and HC allocation to it Set up new Vendors and ensure smooth operations Ensure BCP is in Place for All Verticals/Sub verticals Manage and exceed all metrics including Efficiency, Effectiveness, Availability and Adherence Own process improvement initiatives via Dialer projects Lead periodic Internal audit to identify gaps in implementation of dialer strategies and take corrective action Effectively develop forecast models to manage volumes & deliver Service Levels as per plan Use information from previous years to proactively plan holiday patterns to ensure the most effective use of man-hours Identify Intra-Day & Daily Anomalies in Volumes and smoothening the trends to plan. Analyze Inter-Day & Intra-Day Volume trends and developing various statistical models to effectively plan on a similar trend. Ensure implementation, management and support of Contact Center Platform (Aspect) Design and implement voice-based solutions like Call routing, ACD, IVR etc. as per Operational requirements and attain the most eminent productivity Manage Daily/Weekly/Monthly Analysis of Call Volume patterns at location level Rigorous monitoring of Agent Skills and changes pertaining to load levelling of Volumes across centers Manage BCP for ASBR Failure, Manual Workgroup/Services assignments Develop and deploy effective staffing to optimize the use of available resources Administer the usage WFM tool and create fully Optimized Schedules to enhance business efficiencies Load levelling to ensure parity across hubs in terms of volumes/Headcount Ensure Optimum scheduling factoring the Employee preferences, shift rotations, tenure etc. Plan Training schedules and track adherence, ensure training/ refreshers as per training hours built in plan Plan and execute break schedules to drive Schedule & Break Adherence Manage a high delivery empowered team to manage and monitor Queues for captive and outsourced customer service sites 24X7 Create & Manage BI Dashboards in Command Center, Review it Monthly with the Stakeholders for improvement Opportunities Administer the usage & management of Command Center Screens, Create rollout & communication processes Coordinate with stakeholders for managing & improving Business Metrics, Coordinate with vendors for services and drive operational efficiency Execute Real Time Management ensuring apt Break/Schedule Adherence & Reduction of CSAs Wrap/Hold leading to reduction in AHT Drive Real Time Performance & Business Analytics through Command Center Implementation Manage and Track SLAs for Non-Voice Campaigns through WFM Integration Initiate Flag system for highlighting issues impacting metrics, Business flow for Red/Yellow/Green Flags Ensure Exception/deviation validation raised by Call Center team Act as the point contact for Command center for Real Time Adherence across sites and ensure call volumes moving as per HC scheduling Observe current call center technology/products and conduct analysis to improve technology and processes Report key metrics to the stakeholders along with RCA Reporting Report and maintain business & Agent level shrinkage as per plan leading HC & cost save Pro-actively build triggers/ Audit process to identify opportunities and highlight exceptions, maker-checker process to be in place Identify policy requirements, & enforce business efficient policies around it Measures of Success Cost Saving Service levels and Abandon rates Timeline Adherence of Automation & Rationalization of reports Adherence to new hires training days Anomalies reduced Volume forecast variance as per plan Employee Attrition % Process Adherence as per MOU Technical Skills / Experience / Certifications Expert in WFM functions - Capacity planning, Forecasting, Rostering etc., Should be well versed with Avaya/IEX/Aspect/Genesys Experience in Vendor Management Competencies critical to the role Analytical ability Stakeholder Management Process Orientation Detail Orientation Qualification Graduate in any discipline Preferred Industry Banking/Financial/Call Centre/Ecommerce

Job Description 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 having advanced skill based routing setup for Voice & Non-Voice services, to have best fit agent to answer customer query with rite amount of Head Count. Role Accountability Manage projects and actionable related to them Track and update projects with respect to the timelines provided Review and present projects to the stakeholders. Responsible for the implementation, management and support of Contact Center Platform (Aspect) Design and implement voice-based solutions like Call routing, ACD, IVR etc. as per Operational requirements and attain the most eminent productivity Own and manage the end-to-end Skill based routing setup. Daily/Weekly/Monthly Analysis of Call Volume patterns at location level Rigorous monitoring of Agent Skills and changes pertaining to load levelling of Volumes across centers Manage entire Service Configuration including the Skill reduction levels, propose changes for better evolvement Coordinating with Aspect/Wipro for issues related to ASBR and getting it resolved. BCP for ASBR Failure, Manual Workgroup/Services assignments Participate in all testing related activities of Aspect IB, ASBR, IVR etc. Skill based scheduling of resources to maximize the utilization. Closely work with the Forecasting & Scheduling team to ensure better delivery of Customer Service Coordinate and Support ongoing maintenance activities. Closely work with Various Teams, monitor report the changes/benefits. Manages and publishes reports/Dashboards relating to Skill Assignment, Load Levelling, Service Config for Contact Center Platform Coordinate with vendors for services and drive operational efficiency Effectively develop forecast models to manage volumes & deliver Service Levels as per plan Use information from previous years to proactively plan holiday patterns to ensure the most effective use of man-hours. Identifying Intra-Day & Daily Anomalies in Volumes and smoothening the trends to plan. Analyzing Inter-Day & Intra-Day Volume trends and developing various statistical models to effectively plan on a similar trend Develop and deploy effective staffing to optimize the use of available resources Create Employee Schedules based on the Interval Staffing requirement, ensuring optimum resources during peak requirement Ensure Optimum scheduling factoring the Employee preferences, shift rotations, tenure etc. Plan Training schedules and track adherence, ensure training/ refreshers as per training hours built in plan Plan and execute break schedules to drive Schedule & Break Adherence Measures of Success Delivering operational SLAs for Contact Center Platform Delivering accuracy of Agent Skills and Service Configuration to ensure smooth Contact Center Management Ensuring Uptime of ASBR w.r.t Service level Configurations and skill management Ensuring on time project delivery Technical Skills / Experience / Certifications Technical expertise regarding data models, database design development, data mining and segmentation techniques Hands on experience on analytical tools like SAS, data mining tools like SQL, and visualization tools like Tableau Strong Numeracy skills to interpret historical volumes and forecast. Depth knowledge of Contact Center Platforms I.e. Aspect, Genesys etc., Aspect is preferred Should be able to demonstrate on how to handle / optimize the 24*7 Operations & team Expertise in Contact Center Technology platforms like Aspect, Genesys, Cisco. Aspect would be preferred Strong experience in the arena of Managing Aspect - Dialer & IVR. Excellent Analytical and Organizational skills Strong stakeholder management skills Excellent Communication, Interpersonal, Presentation and Team Management Skills Strong presentation skills Strong verbal and written communication skills with both business and technical areas Ability to co-ordinate and work with cross functional teams Qualification Postgraduate/ Graduate from a recognized University Call Center/WFM knowledge preferred, WFM tool Understanding of Skill Based Routing Models, Aspect is preferred SAS/SQL, Tableau, Proficient with MS Office (especially MS Excel and Access) Preferred Industry FSI Show more Show less

About Us JOB DESCRIPTION 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, color, 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 leading team of Regional Managers for effectively conducting field collection Processes and deliver on portfolio performance. Role Accountability Manage portfolio (Multiple Due Stages) performance through a team of Regional Collections Managers & ACMs, in line with Operating Plan. Ensure appropriate infrastructure and resource availability to carry out collections as per operating plan Formulate collection strategies for the zonal cluster basis market dynamics, portfolio spread/segmentation and business requirements Identify critical/non performing segments and ensure appropriate legal hardship tools are applied to them for satisfactory resolution Conduct regular performance review with all vendors, Agency Managers & Regional Collections Manager for all critical metrics to track the portfolio health and ensure healthy process Monitor field collections by bucket/vintage/region to ensure cost adherence in operations and achieve cost efficiencies Ensure adherence to Compliance Policy, Collections processes and Audit requirements, Code and conduct and maintaining standards to achieve customer satisfaction Ensure proper recourse mechanism is followed to resolve customer complaints in a timely and satisfactory manner Ensure 100 % SVCL coverage at all vendor locations of the Zone Ensure monthly cost provisions are reported to Finance team as per timelines Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes; Raise timely red flags on sourcing quality in new markets ensuring portfolio hygiene Participate strategically and tactically in development and implementation of portfolio treatments to maximize collection for the portfolio and increase resolution/extraction Perform peer benchmarking to create competitive infrastructure and deliver best in class performance on key metrics such as Credit Recovery as a percentage of Principle Credit Charge offs, Gross write-off, GNPA rates, Settlement loss rates, rate of recovery Measures of Success Portfolio Coverage GNPA (Gross Non Performing Asset) Rate and Value 30+ and 90+ Delinquency rate 30 to write off POF (Product of Flows) GWO (Gross Write Off) Cost of collection Settlement waiver rate Absolute Recovery Settlement waiver rate Cost of collection Extraction rate CAPE management ROR Absolute recovery/ACM Regulatory Customer complaint % Process adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of Collection Processes Competencies critical to the role Analytical Ability Stakeholder Management Problem Solving Result Orientation Process Orientation Qualification Post-Graduate / Graduate in any discipline Preferred Industry FSI Show more Show less

Job Description 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 smooth operational of sales sites including the hygiene factor in the site Coordination with the PSAs. Coordination with the Sales for regular feedback on the concern related to infra and providing resolution through PSAs. Preparation of MIS for sales sites and the updation in the FORCE 24 system related to assets and site details. Role Accountability Ensure all sites should be compliant with all the relevant documents such as S & E Certification Regular check for safety equipment as per the monthly confirmation received from all PSAs. Smooth functioning of CCTV in all sites including central access to LM Team.. Responsible for maintaining hygiene factor at PAN India site Preparation of MIS for all site related reports. Measures of Success Coordination with the PSAs to get the updated site details from PSAs on a monthly basis and validation of the details. Timely preparation of Infra-related MIS reports. Submission of the monthly checklist from the PSAs Improvement in quality of Infra facilities and basic hygiene Positive VOC from Internal Customers on timely resolution. Technical Skills / Experience / Certifications Good experience in MS Office & PowerPoint, Should be able to run Pivots, Functions & formulas. Competencies critical to the role Communication skill Qualification Any Graduate Preferred Industry Any Show more Show less

About the company 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, color, 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. 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 RSM in Distribution Sales is responsible for sales of various SBI Card products in an assigned geography through one or more of the channels available (Open Market, Cobrand, Tele Sales, Digital and LG). The geography consists of group of cities/state and is managed through a large team of 200-600 NFTEs being led by ASMs manning all distribution points available or the call center engaged in working on leads orginating from various digital journeys. The team span under this role would be a group of 3-6 ASMs and extended team of NFTEs comprising of Relationship Executives (RE), Team Leaders/Relationship Managers (TLs/RMs), Unit Managers and Back end team. This role can be a first step into people leader roles and naturally becomes a controller of business growth, channel relationship manager and a trainer to onboard and prepare a strong team of front line sales managers of SBI Cards. The role also doubles up as a vice captain to the head of zone (ZSM) when required. Role Accountability MOU Achievement (All KRAs as per Goal Sheet) : Deliver 30000-90000 new accounts annually Responsible for sales of Premium Cards with segmented focus to build up 3K/5K portfolio Cross-sell of various Insurance products Managing the cost of acquisition target, review absolute cost across heads, increase people productivity for optimal cost utilization Effectively coordinate with WE teams/PSA leads on NFTE hiring and monitor related attrition of people at all legs of the NFTE lifecycle Drive full digital journey penetration in sourcing including digital KYC Close monitoring of Sourcing Mix, Right product to be sold as per business directives Responsible for driving a team of FTEs to achieve their KRAs Sales Distribution Point Management - Organized, Unorganized Drive manning of all available Point of Sales Distribution points across formats of Organized Retail in Open Market, Cobrand Ecosystem Quality of man power ( grooming standards ) has to be as per the requirement of the Point of Sale Ensure diligent daily visit report ( DVR ) upload by ASMs in system ; betters engagement with NFTE Regular Visits to meet Cobrand Partners across products to improvise partner allignment to boost sales Extensive travel to locations, distribution points- identify new sourcing avenues in all formats of F2F sourcing under organized and un organized channels Review high cost, low productivity paid distribution points ; evaluate timely closure to save cost Have a BCP always ready for high dependent distribution points, to avoid business interruption in case of any issues Tele Sales Centers RSM managing a call center has prime responsibilty to operate at high productivity, up-stream operational efficiency and high customer satisfaction Need to ensure right allocation happens which involves allocating leads basis campaigns, product, headcount available, Re-churn logic for maximised output Data allocation happens on Dialer ( predictive, preview ) and manual dials Capture correct disposition of all consented leads routed to call centers - derive in in-line strategy for high productivity Drive higher efficiencies on Sprint Leads- Assisted, Good Cost Save opportunity Build strong analytical engine in respective centers, adequate data mining will help in high yield at an agent level Pace up fulfillment of within TAT, manage non caf locations doc executives with strong dedicated lead coordination team Regular training interventions to be done, this will help zeroise mis-selling by the agent - building customer trust on the phones is critical Ensure all company requirements, policies and processes are adhered as per satisfaction in both formats of Non F2F channels of Tele Sales LG Maintain high standards of Governance Model in the centers to ensure no lapses on companys policies procedures LG Management Fullfilment to be priortised within TAT via E-VKYC, helps the partner get confidence high trust Liase with LG RMs for enhancing productivity and output from all LGs Operations : Full blown backend processes are being run, helps manage quality of applications at dispatch, productivity of the shop gets reviewed at all levels Regular meetings, communications being sent on relevant changes to avoid wastage in the funnel at all levels Supervision Inflow, Processing, Dispatch of Applications Drive premium upsell from all backend shops to meet premium 3k/5k targets Closely track inward rates of all customer segments, strengthen PRA in individual pockets for high standards process controls in the complete Sales Funnel Liaison with Ops team for Capturing processing of Applications Supervision on RTB level by ensuring the team is reviewed consistently Inculcate the habit in team members to regularly analyse the declines restart opportunities that exists Manage fulfilment team of Lead Coordinators, Doc boys for all Non CAF locations for desired output Handholding grooming new ASMs; Maximize the delivery from the team through effective Planning, Monitoring, Giving Feedback and regular performance review Team Management : Motivating ASM s to achieve their goals along with imparting adequate process and product knowledge Monitoring NFTE teams performance getting desired productivity Encouraging competition Higher Goal Setting. Facilitating the same through Training, Coaching leading by example Exhibit strong team work and boundary less behavior while working with cross-functional teams Driving team connect/review training with regular and extensive travel in a widespread territory Educating Team of Company Policies, Compliance Guidelines, DOs DONTs on Regular Intervals Manpower Planning PSA Management : Assessment of adequate manpower considering as per plan with the right mix of Sourcing/Non Sourcing Engaging with the PSA and WE team spocs for continous hiring process Ensuring a positive environment is built in all location PSA offices to ensure the attrition levels are in check and teams perform to the desired levels of productivity Management of Expenses of PSA Offices through coordination with PSA WE Department Validation of Cost Ensuring Timely Payments Post Approvals Reimbursement Management Incentive Validation of NFTEs Training : Management of trainers in Coordination with Area training Managers Ensure Regular NHOs/Refreshers Product based Training for increasing Productivity Driving Key Initiatives Projects of the Company : Digital Sourcing - Driving team to adopt all New Digital Initiatives of the company by ensuring quick transition of extended sales teams by facilitating adequate trainings RE Digital Sourcing, key initiative being driven by all RSMs - helps with instant approval, reduces cost Regular identification of cost save opportunities and action, review consolidation for optimised cost benefit output Adherence to Compliance : To ensure teams and processes comply with all regulatory and business compliance policies rolled out by WE and Compliance teams Measures of Success Achievement Of MOU Goals New Accounts Premium Accounts Insurance Cross-Sell COA 4MOB Attrition % Digital Sourcing Team target achievement % of ASMs achieving their goals % Conversion Of leads Inward to Soft approved % of all channels Stake Holder Management Close collaboration with WE, Operations, FCU, IT Marketing teams VOC From Partners across formats of operations Complaints resolution Effective complaint channlesing and resolution on escalations, ensure all complaints are addressed as per agreed SLA/TAT Compliance Ensure sales compliance guidelines @ PSA level are adhered to Technical Skills / Experience / Certifications NA Competencies critical to the role Sales Management, Team Handling, Relationship Management, Analytical skills Qualification Graduate/PG (Preferrably) from any recognized and reputed institute Preferred Industry BFSI/Telecom/Any retail sales FMCG, CD etc.

About the company 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, color, 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. 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 RSM in Distribution Sales is responsible for sales of various SBI Card products in an assigned geography through one or more of the channels available (Open Market, Cobrand, Tele Sales, Digital and LG). The geography consists of group of cities/state and is managed through a large team of 200-600 NFTEs being led by ASMs manning all distribution points available or the call center engaged in working on leads orginating from various digital journeys. The team span under this role would be a group of 3-6 ASMs and extended team of NFTEs comprising of Relationship Executives (RE), Team Leaders/Relationship Managers (TLs/RMs), Unit Managers and Back end team. This role can be a first step into people leader roles and naturally becomes a controller of business growth, channel relationship manager and a trainer to onboard and prepare a strong team of front line sales managers of SBI Cards. The role also doubles up as a vice captain to the head of zone (ZSM) when required. Role Accountability MOU Achievement (All KRAs as per Goal Sheet) : Deliver 30000-90000 new accounts annually Responsible for sales of Premium Cards with segmented focus to build up 3K/5K portfolio Cross-sell of various Insurance products Managing the cost of acquisition target, review absolute cost across heads, increase people productivity for optimal cost utilization Effectively coordinate with WE teams/PSA leads on NFTE hiring and monitor related attrition of people at all legs of the NFTE lifecycle Drive full digital journey penetration in sourcing including digital KYC Close monitoring of Sourcing Mix, Right product to be sold as per business directives Responsible for driving a team of FTEs to achieve their KRAs Sales Distribution Point Management - Organized, Unorganized Drive manning of all available Point of Sales Distribution points across formats of Organized Retail in Open Market, Cobrand Ecosystem Quality of man power ( grooming standards ) has to be as per the requirement of the Point of Sale Ensure diligent daily visit report ( DVR ) upload by ASMs in system ; betters engagement with NFTE Regular Visits to meet Cobrand Partners across products to improvise partner allignment to boost sales Extensive travel to locations, distribution points- identify new sourcing avenues in all formats of F2F sourcing under organized and un organized channels Review high cost, low productivity paid distribution points ; evaluate timely closure to save cost Have a BCP always ready for high dependent distribution points, to avoid business interruption in case of any issues Tele Sales Centers RSM managing a call center has prime responsibilty to operate at high productivity, up-stream operational efficiency and high customer satisfaction Need to ensure right allocation happens which involves allocating leads basis campaigns, product, headcount available, Re-churn logic for maximised output Data allocation happens on Dialer ( predictive, preview ) and manual dials Capture correct disposition of all consented leads routed to call centers - derive in in-line strategy for high productivity Drive higher efficiencies on Sprint Leads- Assisted, Good Cost Save opportunity Build strong analytical engine in respective centers, adequate data mining will help in high yield at an agent level Pace up fulfillment of within TAT, manage non caf locations doc executives with strong dedicated lead coordination team Regular training interventions to be done, this will help zeroise mis-selling by the agent - building customer trust on the phones is critical Ensure all company requirements, policies and processes are adhered as per satisfaction in both formats of Non F2F channels of Tele Sales LG Maintain high standards of Governance Model in the centers to ensure no lapses on companys policies procedures LG Management Fullfilment to be priortised within TAT via E-VKYC, helps the partner get confidence high trust Liase with LG RMs for enhancing productivity and output from all LGs Operations : Full blown backend processes are being run, helps manage quality of applications at dispatch, productivity of the shop gets reviewed at all levels Regular meetings, communications being sent on relevant changes to avoid wastage in the funnel at all levels Supervision Inflow, Processing, Dispatch of Applications Drive premium upsell from all backend shops to meet premium 3k/5k targets Closely track inward rates of all customer segments, strengthen PRA in individual pockets for high standards process controls in the complete Sales Funnel Liaison with Ops team for Capturing processing of Applications Supervision on RTB level by ensuring the team is reviewed consistently Inculcate the habit in team members to regularly analyse the declines restart opportunities that exists Manage fulfilment team of Lead Coordinators, Doc boys for all Non CAF locations for desired output Handholding grooming new ASMs; Maximize the delivery from the team through effective Planning, Monitoring, Giving Feedback and regular performance review Team Management : Motivating ASM s to achieve their goals along with imparting adequate process and product knowledge Monitoring NFTE teams performance getting desired productivity Encouraging competition Higher Goal Setting. Facilitating the same through Training, Coaching leading by example Exhibit strong team work and boundary less behavior while working with cross-functional teams Driving team connect/review training with regular and extensive travel in a widespread territory Educating Team of Company Policies, Compliance Guidelines, DOs DONTs on Regular Intervals Manpower Planning PSA Management : Assessment of adequate manpower considering as per plan with the right mix of Sourcing/Non Sourcing Engaging with the PSA and WE team spocs for continous hiring process Ensuring a positive environment is built in all location PSA offices to ensure the attrition levels are in check and teams perform to the desired levels of productivity Management of Expenses of PSA Offices through coordination with PSA WE Department Validation of Cost Ensuring Timely Payments Post Approvals Reimbursement Management Incentive Validation of NFTEs Training : Management of trainers in Coordination with Area training Managers Ensure Regular NHOs/Refreshers Product based Training for increasing Productivity Driving Key Initiatives Projects of the Company : Digital Sourcing - Driving team to adopt all New Digital Initiatives of the company by ensuring quick transition of extended sales teams by facilitating adequate trainings RE Digital Sourcing, key initiative being driven by all RSMs - helps with instant approval, reduces cost Regular identification of cost save opportunities and action, review consolidation for optimised cost benefit output Adherence to Compliance : To ensure teams and processes comply with all regulatory and business compliance policies rolled out by WE and Compliance teams Measures of Success Achievement Of MOU Goals New Accounts Premium Accounts Insurance Cross-Sell COA 4MOB Attrition % Digital Sourcing Team target achievement % of ASMs achieving their goals % Conversion Of leads Inward to Soft approved % of all channels Stake Holder Management Close collaboration with WE, Operations, FCU, IT Marketing teams VOC From Partners across formats of operations Complaints resolution Effective complaint channlesing and resolution on escalations, ensure all complaints are addressed as per agreed SLA/TAT Compliance Ensure sales compliance guidelines @ PSA level are adhered to Technical Skills / Experience / Certifications NA Competencies critical to the role Sales Management, Team Handling, Relationship Management, Analytical skills Qualification Graduate/PG (Preferrably) from any recognized and reputed institute Preferred Industry BFSI/Telecom/Any retail sales FMCG, CD etc.

Essential Responsibilities Mentoring a team of 50-60 people for selling SBI Credit Cards through open market channel and Point of Sale. Identifying new sourcing opportunities in the market. Establish excellent working relationships and partnerships with key stores/malls. Guiding a team of Sales Executives, Relationship Executives, Relationship/Team Managers Back Check Executives. Delivering on volumes ( Accounts ), COA, and defined profitability metrics. Maintain adequate number of feet on street in the city. Monitor Sales Executives efficiency in terms of productivity. Track Application from end to end from dispatch till decisioning. Ensure appropriate training to Sales Executives. Ensure customer acquisition as per the sourcing mix. Keeping a check on all policy changes, marketing offers. Keeping communication flow of changes to team. Carrying out the training sessions for employees about the benefits and features of SBI Card. Ensuring audit parameters are adhered to in line with existing policies. Sustaining the relationship with vendors. Delivering presentations for monitoring discussing monthly performance of credit card sales. Consistently try to achieve growth of business volumes. Qualification Requirement MBA/Graduate with 2- 5 years experience in sales and marketing Excellent communication skills Big size team handling experience Hiring skills Desired Characteristics Business Awareness Financial Ability Planning and organizing Negotiating Working in teams

About Us 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, color, 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. 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 the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR. Role Accountability Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR Ensure various critical segments as defined by business are reviewed and performance is driven on them Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies Ensure 100% data security using secured data transfer modes and data purging as per policy Ensure all customer complaints received are closed within time frame Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating Ensure agencies raise invoices timely Monitor NFTE ACR CAPE as per the collection strategy Measures of Success Portfolio Coverage Resolution Rate Normalization/Roll back Rate Settlement waiver rate Absolute Recovery Rupee collected NFTE CAPE DRA certification of NFTEs Absolute Customer Complaints Absolute audit observations Process adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of Collection Processes Competencies critical to the role Analytical Ability Stakeholder Management Problem Solving Result Orientation Process Orientation Qualification Post-Graduate / Graduate in any discipline Preferred Industry FSI

About the company 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, color, 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. 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 sales of various SBI Card products in an assigned geography, usually a spread of 1 or more SBI Modules comprising of 5-10 SBI regions and 200-400 branches of an SBI Circle, managing a group of 2-4 ASMs and extended team of NFTEs comprising of Branch Relationship Executives (BRE), Branch Relationship Managers (BRMs/TLs), Unit Managers and Back end team. The role is also responsible to act as a controller of business growth, channel relationship manager and a trainer to onboard and prepare a strong team of front line sales managers of SBI Cards. Role Accountability Drive execution of location-wise banca sales execution strategy within assigned geography to drive achievement of overall organization objectives Maintain good working relationships at module level with key stakeholders across SBI, SBI JVs and Associates Multiple Partner banks by addressing concerns providing priority service Drive execution of special segment/product/program focused campaigns in assigned geography Assess manpower requirements in assigned geography considering MOU budgets and work with workforce effectiveness to ensure adequate staffing levels Be responsible for hiring, productivity and performance management of ASMs and NFTEs in assigned area Mentor and coach ASMs to take up larger responsibilities and develop a healthy succession pipeline Liaison with other functional stakeholders (Operations, Customer Service etc. ) to clear roadblocks and resolve escalations for the team Ensure regular NHOs/Refreshers Product based Trainings for the team to enhance productivity Drive team to adopt all New Digital Initiatives of the company by ensuring quick knowledge cascade to extended sales teams by facilitating adequate trainings Attend Module/Region P Reviews share relevant data points/ inputs to create a positive brand Image amongst SBI stakeholders Escalate open customer issues with all concerned departments for early redressal Drive a culture of customer centricity amongst the team, ensuring all modes of customer service are effectively utilized in enhancing customer experience, such as Connect 2. 0/ASM help line /Branch help line /walk-in service desk etc. Identify and finalize PSA office locations in assigned geography and monitor operational adherence and expense management at these offices Closely monitor metrics such as Sourcing Mix, Approval Rate, Inflow rate, Processing rate, Dispatch rate of Applications to track and enhance NFTE productivity and business opportunities Provide support to internal departments in completion of various projects, such as KYC Compliance Of Existing Customer Base by Liaising with Operations Department reaching out to Customers, Assisting Collections department in collections effort and advising Product/Marketing teams on suitable merchant tie-ups Drive periodic team connects/reviews cadence, conducting regular visits to RBOs Local Offices of Partner Banks to ensure the same Ensure timely preparation and dissemination of relevant reports /MIS to SBI Stakeholders (Cross Sell/Regions/Modules Networks) Organize periodic service camps in upcountry markets in coordination with CS department to reinforce customer Stakeholder Confidence Ensure team members and internal processes comply with all regulatory and business compliance guidelines Measures of Success MOU Targets: New Accounts, Premium Accounts, Insurance cross-sell, COA, 4MOB Attrition %, Digital Sourcing % % of FTEs achieving their targets Sankarma / Shikhar /Pratham Leads Conversion % Voice of Customer Process adherence as per MOU Effective complaint channelizing and resolution on escalations emanating from SBI and Partners banks Technical Skills / Experience / Certifications Knowledge of credit card industry landscape Understanding of PL and impact of various metrics/parameters on the bottom-line Competencies critical to the role People Management Analytical Ability Customer Orientation Relationship Management Result Orientation Qualification Graduate in any discipline, post graduate preferred Preferred Industry BFSI/Telecom/Any retail sales FMCG, CD etc.

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 the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR. Role Accountability Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR Ensure various critical segments as defined by business are reviewed and performance is driven on them Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies Ensure 100% data security using secured data transfer modes and data purging as per policy Ensure all customer complaints received are closed within time frame Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating Ensure agencies raise invoices timely Monitor NFTE ACR CAPE as per the collection strategy Measures of Success Portfolio Coverage Resolution Rate Normalization/Roll back Rate Settlement waiver rate Absolute Recovery Rupee collected NFTE CAPE DRA certification of NFTEs Absolute Customer Complaints Absolute audit observations Process adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of Collection Processes Competencies critical to the role Analytical Ability Stakeholder Management Problem Solving Result Orientation Process Orientation Qualification Post-Graduate / Graduate in any discipline Preferred Industry FSI

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 the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR. Role Accountability Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR Ensure various critical segments as defined by business are reviewed and performance is driven on them Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies Ensure 100% data security using secured data transfer modes and data purging as per policy Ensure all customer complaints received are closed within time frame Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating Ensure agencies raise invoices timely Monitor NFTE ACR CAPE as per the collection strategy Measures of Success Portfolio Coverage Resolution Rate Normalization/Roll back Rate Settlement waiver rate Absolute Recovery Rupee collected NFTE CAPE DRA certification of NFTEs Absolute Customer Complaints Absolute audit observations Process adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of Collection Processes Competencies critical to the role Analytical Ability Stakeholder Management Problem Solving Result Orientation Process Orientation Qualification Post-Graduate / Graduate in any discipline Preferred Industry FSI

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 channel partners handling tele calling responsibilities for the assigned recovery portfolio. Role Accountability Execute recovery strategy for the site, track performance and give inputs to Portfolio Manager Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning Formulate strategies for low performing segments/markets and implement the same with vendor sites. Guide vendors to design a competitive incentive plan to ensure performance improvement Review Portfolio both Qualitatively & Quantitatively at account/NRR/Region / Channel level in order to identify gaps/issues Strategise and segment portfolio churning on dialer prioritizing at various cuts in terms of Vintages / Occupation segment / Geography /any new product-variants to improve efficiencies and performances Conduct call sampling across portfolio segments in line with the call listening framework and share observations on call and portfolio quality with concerned stakeholders Manage the uptime for all SBI Card collection systems at the vendor site to ensure uninterrupted production and coordinate with Internal stake holders to ensure business continuity in the event of downtime of vendor CRM / Dialer systems /Telecom resources Identify portfolio segments for initiation of legal approaches such as- Mediation, Conciliation, Lok Adalat and arbitration in order to extract on identified accounts and attend all camps as required Identify right sets of accounts for TC-retention, adopting a segmented approach basis past delivery-trends Analyze action codes on daily basis and propose action plan to improve performance and right identification of field referral Ensure necessary training /certifications for tele calling staff in line with compliance requirements Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all recovery operations at channel partner sites Track performance of all agents on key performance metrics daily to identify any adverse trends either or performance or call-quality or in disciplined behavior e.g. frequent late-logins, uninformed/unplanned leaves, low TOS, non-adherence to compliance guidelines, etc. and take suitable remediation measures Manage agency payouts in line with the business SLA model and ensure billing within defined timelines; Keep track of accuracy in different components of agency payouts - Actual Headcount deployed; PRI Lines, Contest, Team Engagement, etc. Measures of Success Rate of Recovery (ROR) Money Recovered NFTE productivity PLI penetration Waiver Targets Tele Retention rate NFTE training coverage Customer complaints volume Vendor SLA adherence No adverse observations in internal/external audits Process adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of Collection Processes Knowledge of dialer strategies Experience of managing large distributed vendor teams Competencies critical to the role Stakeholder Management Result Orientation Process Orientation Problem Solving Skills Qualification Post-Graduate / Graduate in any discipline Preferred Industry Credit Card

About Us 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, color, 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. 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 channel partners handling tele calling responsibilities for the assigned Collections portfolio. Role Accountability Execute collection strategy for the site, track performance and give inputs to PM Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning Review Portfolio both Qualitatively Quantitatively at account/NRR/Region / Channel level in order to identify gaps/issues Strategise and segment portfolio churning on dialer prioritizing at various cuts in terms of Payment due date / Occupation segment / billing cycle / Geography / CM NM / any new product-variants to improve efficiencies and performances Conduct call sampling across portfolio segments in line with the call listening framework and share observations on call and portfolio quality with concerned stakeholders Manage the uptime for all SBI Card collection systems at the vendor site to ensure uninterrupted production and coordinate with Internal stake holders to ensure business continuity in the event of downtime of vendor CRM / Dialer systems /Telecom resources Identify portfolio segments for initiation of legal approaches such as- Mediation, Conciliation, Lok Adalat and arbitration in order to extract on identified accounts and attend all camps as required Ensure Field-referral rates are in line with business-targets by identifying right sets of accounts for TC-retention as well as Field referral, adopting a segmented approach basis past delivery-trends Analyze action codes on daily basis and propose action plan to improve performance and right identification of field referral Ensure necessary training /certifications for tele calling staff in line with compliance requirements Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all collection operations at channel partner sites Track performance of all agents on key performance metrics daily to identify any adverse trends either or performance or call-quality or in disciplined behavior e. g. frequent late-logins, uninformed/unplanned leaves, low TOS, non-adherence to compliance guidelines, etc. and take suitable remediation measures Manage agency payouts in line with the business SLA model and ensure billing within defined timelines; Keep track of accuracy in different components of agency payouts--Actual Headcount deployed; PRI Lines, Contest, Team Engagement, etc. Measures of Success Resolution Rate Normalisation Rate Roll back rate KP targets PLI penetration Money collected NFTE productivity Tele Retention rate NFTE training coverage Customer complaints volume Vendor SLA adherence No adverse observations in internal/external audits Process adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of Collection Processes Knowledge of dialer strategies Experience of managing large distributed vendor teams Competencies critical to the role Stakeholder Management Result Orientation Process Orientation Problem Solving Skills Qualification Post-Graduate/Graduate in any discipline Preferred Industry Credit Card