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 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 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, 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 fulfilment of credit card applications (KYC, surrogate document collection & MID completion) across all open market retail sales channels with accuracy, within TAT & within the budgeted cost, via managing a team of contracted staff. Role Accountability Achieve application fulfilment targets across all retail sales channels in the geography assigned Generate new accounts by managing timely fulfillment of OLA & Paytm Cobranded cards Ensure daily productivity management of doc boys (3rd party contract staff) Ensure that cost per application is maintained within budgetary limits Ensure adherence to processes to control frauds and data leakages within assigned territory Perform efficient territory allocation and route planning for staff to enhance logistical efficiencies Collate and share performance metrics data for own territory to enable periodic MIS preparation Ensure timely adoption of technology changes/enhancements to application fulfillment within the team Measures of Success Fulfilment Ratio of Open Market applications (% of total applications) Cost of Fulfillment per application NFTE Productivity Target Achievement Fulfilment TAT Fulfilment & new accounts generation of OLA & Paytm applications Fulfilment Ratio of STP (Sprint) Applications Fulfilment Ratio of Add-on Appointments Count of OVD Cases cured through eKYC Technical Skills / Experience / Certifications Basic knowledge of Credit cards Sales, Distribution and Fulfilment process Competencies critical to the role Stakeholder Management Result Orientation Process Orientation Detail Orientation Qualification Graduate/Post Graduate MBA (Preferred) in any discipline from a recognized university. Preferred Industry Credit Card, BFSI Industry , Any 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 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 Show more Show less

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. Show more Show less

Role Purpose: Cluster Sales Manager (CSM) in Distribution Sales team of Open Market, is responsible for sales of various SBI Card products in an assigned Cluster/state in the country. This role manages different channels being used to source as in Open Market, Cobrand Distribution, Tele Calling Centers, Digital Acquisitions & LG partners. In terms of geographical spread, a Cluster is a large state or a group of few smaller states and its defined as per the SBI Card Open Market Structure. A CSM leads a large team of upto 15+ FTEs, 1000-3000 NFTEs responsible for customer acquisition through all channels available. The team span under this role would be a group of ASMs/RSMs and the extended team of NFTEs comprising of Relationship Executives (RE), Tele Calling Agent, Relationship Managers (RMs/TLs), Unit Managers and Back end team. CSM is a focal point for driving all the business goals & priorities in the cluster/state & defines the location, channel wise execution strategy. He is tasked a critical responsibility to manage good relations with all the Cobrand Partners, Organised Open Market Distribution heads & LG vendors. Role Accountability MOU Achievement (All KRA's as per Goal Sheet) Deliver new accounts annually from the assigned state with desired channel mix & profitable portfolio mix Responsible for sales of Premium Cards with focus cards to boost profitability Cross-sell of various Insurance products Managing the cost of acquisition target, review absolute cost across heads, increase people productivity for optimal cost utilization Drive Digital application sales for enhanced customer experience, strengthen application quality with high E and VKYC penetration Data backed approach to identify profitable, non/less delinquent customer segments/locations to scale up - example : Industry Carded, CAT A sourcing Look out pockets/products driving spends and allign sales strategies in line Continuous review of city wise market mapping basis bureau reports - look for SBIC market share, Delinquency patterns, - develop new geographies in line Responsible for driving team to achieve their individual KRAs Organized Retail Sourcing- Open Market Sales & Cobrand Distribution Management Increase Retail Sales foot print across cities tapping cost- viable opportunities available with high quality customer walk-ins as in Airports, Premium Malls, Organized retail stores. Build a strong relationship with all partners, manage customer escalations if any, drive high productivity through Face2Face sourcing, fulfilment of customer application Develop opportunity for base variant customer sourcing through high traffic railway & metro stations across the cluster Develop specific sales strategy for respective cobrand partners building volumes from the partner's eco-system - BPCL, Landmark, Tata, Nature Basket Needs to maintain strong relationship with all local cobrand partners ; ensure seamless operations across points Ensure there are nill customer issues on reward point redemption in COB products, especially vast BPCL network Focused approach to push premium travel cobrand products - Vistara, Air India from premium spaces, airports• Open new locations, cities by identifying profitable sourcing points to help expand SBIC foot print Ensure Daily Visit Report ( DVR ) gets uploaded by ASMs on system as per SLA decided, helps increase engagement with NFTE Keep the brand SBIC visible across the robust and vast sales distribution network which gets managed in the cluster Un Organized Retail, Corporate Sourcing Unorganized retail opportunities identification, plan for immediate, short term sourcing avenues ; low cost, high foot fall avenues Specific/Segmented sourcing plans for specialized set of customers - Doctor's, Professionals Corporate sourcing plans - CAT A, CAT B companies gets formulated as a part of Open Market sales strategy. Tele Calling Channel CSMs could have a call center as per the overall telecalling strategy of the Distribution Sales vertical. CSM will be responsible to manage a call center as a channel with ~150+ NFTEs, Dedicated ASMs/RSM Prime KRAs include Right Allocation, Capture Feedback correct, Push higher productivity through blended dialer and manual calling modes Pace up fulfillment of digitally applied customers within TAT for higher customer satisfaction Maintain high standards of Governance Model in the centers to ensure no lapses on company's policies & procedures LG Management Fulfillment to be prioritized within TAT via E-VKYC, helps the partner get confidence & high trust Liase with LG RMs for enhancing productivity and output from all LGs Fulfillment, Backend Processing CSMs are responsible to manage fulfilment rates on the soft approved applications, dedicated teams are deployed across every zone where CAF team isn't operational Review backend processes for quality of applications at dispatch, productivity of the shop at all stages Regular meetings, communications being sent on relevant changes to avoid wastage in the funnel at all levels Partnering with Internal Stakeholders : Streamlining complaint management process, revert to all customer escalations within TAT Ensure that proper collaboration happens with stakeholders to close any customer complaint received Ensure all VIP & sensitive cases are handled with due care by the team Partnering with WE team to ensure NFTE lifecycle is managed effectively by all team members and stakeholders Monitor Sales Compliance: Policy adherence, Scorecard Implementation, Audit and Corrective Action Policy Implementation Ensure all Ops partnered process like RTB, ERT curing, ERT upsell/down sell processes are reviewed meticulously to derive optimal efficiencies Work with WE and PSAs to ensure necessary infrastructure is available to the team People Planning and implementing FTE & NFTE hiring across locations as required to meet the MOU targets Identifying and Grooming Critical FTE Talent. Focusing on talent development via Coaching, Mentoring and Training along with HR Driving team connect/review & training with regular and extensive travel in a widespread territory Talent management and second line creation of NFTE’s which are critical to our business 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 BRE Digital Sourcing, key initiative being driven by all CSMs - helps with instant approval, reduces cost Regular identification of cost save opportunities and action, review consolidation for optimized cost benefit output Productivity : To drive the benchmark productivity of all the team members ; including extended NFTE teams- both frontend & backend Introduce, implement and review processes to maximize FTE/NFTE productivity Use all possible avenues to drive productivity through all the open channels/avenues available New Sourcing Avenues/Areas - Business development : Exploration of Potential locations to expand & deploy FTE /PSA Premises & establish long term business growth Remain abreast with competition moves, immediate corrective actions taken basis SWOT Developing tier 2-3 cities basis industry benchmarking, business and market intelligence for higher and profitable sourcing 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/RSMs 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 channelizing and resolution on escalations, ensure all complaints are addressed as per agreed SLA/TAT Ensure sales compliance guidelines @ PSA level are adhered to Compliance Competencies critical to the role: Sales Management, Team Handling, Relationship Management, Analytical skills Qualification: PG/MBA (Preferrably) from any recognized and reputed institute. 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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 with 3–5 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 Show more Show less

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. Show more Show less

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. Show more Show less

Role Purpose: Cluster Sales Manager (CSM) in Distribution Sales team of Open Market, is responsible for sales of various SBI Card products in an assigned Cluster/state in the country. This role manages different channels being used to source as in Open Market, Cobrand Distribution, Tele Calling Centers, Digital Acquisitions & LG partners. In terms of geographical spread, a Cluster is a large state or a group of few smaller states and its defined as per the SBI Card Open Market Structure. A CSM leads a large team of upto 15+ FTEs, 1000-3000 NFTEs responsible for customer acquisition through all channels available. The team span under this role would be a group of ASMs/RSMs and the extended team of NFTEs comprising of Relationship Executives (RE), Tele Calling Agent, Relationship Managers (RMs/TLs), Unit Managers and Back end team. CSM is a focal point for driving all the business goals & priorities in the cluster/state & defines the location, channel wise execution strategy. He is tasked a critical responsibility to manage good relations with all the Cobrand Partners, Organised Open Market Distribution heads & LG vendors. Role Accountability MOU Achievement (All KRA's as per Goal Sheet) Deliver new accounts annually from the assigned state with desired channel mix & profitable portfolio mix Responsible for sales of Premium Cards with focus cards to boost profitability Cross-sell of various Insurance products Managing the cost of acquisition target, review absolute cost across heads, increase people productivity for optimal cost utilization Drive Digital application sales for enhanced customer experience, strengthen application quality with high E and VKYC penetration Data backed approach to identify profitable, non/less delinquent customer segments/locations to scale up - example : Industry Carded, CAT A sourcing Look out pockets/products driving spends and allign sales strategies in line Continuous review of city wise market mapping basis bureau reports - look for SBIC market share, Delinquency patterns, - develop new geographies in line Responsible for driving team to achieve their individual KRAs Organized Retail Sourcing- Open Market Sales & Cobrand Distribution Management Increase Retail Sales foot print across cities tapping cost- viable opportunities available with high quality customer walk-ins as in Airports, Premium Malls, Organized retail stores. Build a strong relationship with all partners, manage customer escalations if any, drive high productivity through Face2Face sourcing, fulfilment of customer application Develop opportunity for base variant customer sourcing through high traffic railway & metro stations across the cluster Develop specific sales strategy for respective cobrand partners building volumes from the partner's eco-system - BPCL, Landmark, Tata, Nature Basket Needs to maintain strong relationship with all local cobrand partners ; ensure seamless operations across points Ensure there are nill customer issues on reward point redemption in COB products, especially vast BPCL network Focused approach to push premium travel cobrand products - Vistara, Air India from premium spaces, airports• Open new locations, cities by identifying profitable sourcing points to help expand SBIC foot print Ensure Daily Visit Report ( DVR ) gets uploaded by ASMs on system as per SLA decided, helps increase engagement with NFTE Keep the brand SBIC visible across the robust and vast sales distribution network which gets managed in the cluster Un Organized Retail, Corporate Sourcing Unorganized retail opportunities identification, plan for immediate, short term sourcing avenues ; low cost, high foot fall avenues Specific/Segmented sourcing plans for specialized set of customers - Doctor's, Professionals Corporate sourcing plans - CAT A, CAT B companies gets formulated as a part of Open Market sales strategy. Tele Calling Channel CSMs could have a call center as per the overall telecalling strategy of the Distribution Sales vertical. CSM will be responsible to manage a call center as a channel with ~150+ NFTEs, Dedicated ASMs/RSM Prime KRAs include Right Allocation, Capture Feedback correct, Push higher productivity through blended dialer and manual calling modes Pace up fulfillment of digitally applied customers within TAT for higher customer satisfaction Maintain high standards of Governance Model in the centers to ensure no lapses on company's policies & procedures LG Management Fulfillment to be prioritized within TAT via E-VKYC, helps the partner get confidence & high trust Liase with LG RMs for enhancing productivity and output from all LGs Fulfillment, Backend Processing CSMs are responsible to manage fulfilment rates on the soft approved applications, dedicated teams are deployed across every zone where CAF team isn't operational Review backend processes for quality of applications at dispatch, productivity of the shop at all stages Regular meetings, communications being sent on relevant changes to avoid wastage in the funnel at all levels Partnering with Internal Stakeholders : Streamlining complaint management process, revert to all customer escalations within TAT Ensure that proper collaboration happens with stakeholders to close any customer complaint received Ensure all VIP & sensitive cases are handled with due care by the team Partnering with WE team to ensure NFTE lifecycle is managed effectively by all team members and stakeholders Monitor Sales Compliance: Policy adherence, Scorecard Implementation, Audit and Corrective Action Policy Implementation Ensure all Ops partnered process like RTB, ERT curing, ERT upsell/down sell processes are reviewed meticulously to derive optimal efficiencies Work with WE and PSAs to ensure necessary infrastructure is available to the team People Planning and implementing FTE & NFTE hiring across locations as required to meet the MOU targets Identifying and Grooming Critical FTE Talent. Focusing on talent development via Coaching, Mentoring and Training along with HR Driving team connect/review & training with regular and extensive travel in a widespread territory Talent management and second line creation of NFTE’s which are critical to our business 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 BRE Digital Sourcing, key initiative being driven by all CSMs - helps with instant approval, reduces cost Regular identification of cost save opportunities and action, review consolidation for optimized cost benefit output Productivity : To drive the benchmark productivity of all the team members ; including extended NFTE teams- both frontend & backend Introduce, implement and review processes to maximize FTE/NFTE productivity Use all possible avenues to drive productivity through all the open channels/avenues available New Sourcing Avenues/Areas - Business development : Exploration of Potential locations to expand & deploy FTE /PSA Premises & establish long term business growth Remain abreast with competition moves, immediate corrective actions taken basis SWOT Developing tier 2-3 cities basis industry benchmarking, business and market intelligence for higher and profitable sourcing 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/RSMs 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 channelizing and resolution on escalations, ensure all complaints are addressed as per agreed SLA/TAT Ensure sales compliance guidelines @ PSA level are adhered to Compliance Competencies critical to the role: Sales Management, Team Handling, Relationship Management, Analytical skills Qualification: PG/MBA (Preferrably) from any recognized and reputed institute. 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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 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, 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 recovery portfolio (all vintages) performance through a team of Vendor Managers, Team Leaders & Tele calling Agents. Role Accountability 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/red flags and design solutions to fix root causes and highlight the same to relevant teams Share initial advisory with Strategy team on quality of overall portfolio or a particular segment thereof Liason with Strategy and Dialer teams to design appropriate call-service campaigns to cater to the changing needs in the portfolio with a view to ensure overall improvement in the portfolio performances 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 Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning and portfolio balancing amongst various channel partners Review all vendor productivity metrics to ensure accuracy in vendor payouts Ensure adherence to BCP guidelines and DR drill schedules across all channel partner sites Ensure necessary training /certifications for tele calling staff in line with compliance requirements Stay abreast of any sudden actions (taken by regulator/Govt/any entity) which may have impact on portfolio performance and update concerned stakeholders in a timely manner Ensure adherence to cost targets in tele recovery operations Scan the market for industry best practices and analyze internal processes to identify and recommend enhancement opportunities Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all recovery operations at channel partner sites Ensure necessary training /certifications for tele calling staff in line with compliance requirements Measures of Success Rate of Recovery (ROR) Money Recovered FTE/NFTE productivity PLI Penetration Waiver Targets Tele Retention Rate FTE/NFTE training coverage Budget adherence in tele calling operations Customer complaints volume Cost reduction as per MOU 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 recovery Processes Knowledge of dialer strategies Experience of managing large distributed vendor teams Competencies critical to the role Stakeholder Management Result Orientation Analytical Ability Process Orientation Market Awareness Problem Solving Skills Qualification Post-Graduate/Graduate Degree 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, 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 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 KRA's 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 company's 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. Show more Show less

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 Show more Show less

Role Purpose Responsible for managing the collection portfolio (One or Multiple Dues Stages) performance through a team of Vendor Managers, Team Leaders & Tele calling Agents. Role Accountability 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/red flags and design solutions to fix root causes and highlight the same to relevant teams Share initial advisory with Strategy team on quality of overall portfolio or a particular segment thereof Liaison with Strategy and Dialer teams to design appropriate call-service campaigns to cater to the changing needs in the portfolio with a view to ensure overall improvement in the portfolio-performances 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 Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning and portfolio balancing amongst various channel partners Review all vendor productivity metrics to ensure accuracy in vendor payouts Ensure adherence to BCP guidelines and DR drill schedules across all channel partner sites Ensure necessary training /certifications for tele calling staff in line with compliance requirements Ensure adherence to cost targets in tele collections operations Stay abreast of any sudden actions (taken by regulator/Govt/any entity) which may have impact on portfolio performance and update concerned stakeholders in a timely manner Scan the market for industry best practices and analyze internal processes to identify and recommend enhancement opportunities Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all collection operations at channel partner sites Ensure necessary training /certifications for tele calling staff in line with compliance requirements Measures of Success Flow rates as per MOU (into X to 150) Money collected Settlement Loss FTE/NFTE productivity PLI Penetration Tele Retention Rate FTE/NFTE training coverage Budget adherence in tele calling operations Customer complaints volume Cost reduction as per MOU 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 Analytical Ability Process Orientation Market Awareness Problem Solving Skills Qualification: Post-Graduate / Graduate Degree in any discipline 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 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 Show more Show less

About Us 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 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

About Us 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 recovery portfolio (all vintages) performance through a team of Vendor Managers, Team Leaders & Tele calling Agents. Role Accountability 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/red flags and design solutions to fix root causes and highlight the same to relevant teams Share initial advisory with Strategy team on quality of overall portfolio or a particular segment thereof Liason with Strategy and Dialer teams to design appropriate call-service campaigns to cater to the changing needs in the portfolio with a view to ensure overall improvement in the portfolio performances 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 Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning and portfolio balancing amongst various channel partners Review all vendor productivity metrics to ensure accuracy in vendor payouts Ensure adherence to BCP guidelines and DR drill schedules across all channel partner sites Ensure necessary training /certifications for tele calling staff in line with compliance requirements Stay abreast of any sudden actions (taken by regulator/Govt/any entity) which may have impact on portfolio performance and update concerned stakeholders in a timely manner Ensure adherence to cost targets in tele recovery operations Scan the market for industry best practices and analyze internal processes to identify and recommend enhancement opportunities Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all recovery operations at channel partner sites Ensure necessary training /certifications for tele calling staff in line with compliance requirements Measures of Success Rate of Recovery (ROR) Money Recovered FTE/NFTE productivity PLI Penetration Waiver Targets Tele Retention Rate FTE/NFTE training coverage Budget adherence in tele calling operations Customer complaints volume Cost reduction as per MOU 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 recovery Processes Knowledge of dialer strategies Experience of managing large distributed vendor teams Competencies critical to the role Stakeholder Management Result Orientation Analytical Ability Process Orientation Market Awareness Problem Solving Skills Qualification Post-Graduate/Graduate Degree 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 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 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 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 Show more Show less