- 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 management of all QRC, Complaints, Escalation management, RCA Management, Fraud management & Process improvement
- The role is also responsible for Implementation of key process improvements basis the RCAs identified
Role Accountability
- Wing to Wing tracking of Card Delivery Complaints -CCRP/Escalations
- Investigate and raise red flags on customer queries/complaints which may be complex that have been passed by the CSA
- Resolve customer complaint/queries/requests as per defined process and ensure SLA adherence
- Interact with cross functional teams to expedite high ageing cases closure
- Handle card delivery complaints and carrying out root cause analysis
- Propose solutions/Process correction basis the complaint RCAs & implement the solutions in discussion with Manager & Stakeholders
- Conduct Work shops/Training programs with CS Team on the proactive & effective ways to manage statement related queries/requests
- Feedback sharing with courier vendors for incorrect deliveries
- Monitor corrective measures to mitigate the probability of complaint related issues
- Queries, Requests & Complaints ( QRC )
- Work closely with Services, Monitoring and analyzing of daily Inflow of QRC
- Initiate regular re-iterations of Card delivery related communication for all CSA s thereby ensuring the reduction of wrong referrals
- Ensure 100% closure of all cases escalated by customers and stakeholders via different channels timely after validation and solution of each line items
- Implement Invalid SR & maintain error tracker to see the CSA wise wrong referrals & publish reports on the same
- Customer complaint reduction by 10% and repeat complaints to 2% ( Performance)
- Take corrective process improvements based on analysis, data and competition benchmarking
- Project Implementation & Testing
- Create a plan to implement solutions which are a cause for Customer complaints, basis collaboration with cross functional teams
- Evaluate if there are IT developments & create a detailed BRDs & have the same approved by the concerned stake holders
- Be proactively prepared for go live of the finished projects & execute the same with zero impact
- MIS and Reporting:
- 18. Develop and publish daily, weekly and monthly dashboards on complaints
- 19. Analyze Zone wise, region wise and channel wise complaint MIS s for deep dive analysis and to find out the root cause of a complaint
- 20. Do Call monitoring for 10% sample of the cases raised as complaint for statements and share the feedbacks
- Fraud cases management & Analysis
- Manage monthly all cases of fraud escalations
- End to End Investigation with Fraud team and courier partner to ensure Timely closure of fraud recoveries from vendor
- Ensure Timely response on fraud mails with proper case analysis
- Ensure Correct and timely courier coordination for resolution on fraud cases
- Fraud cases reports and dashboard with complete details
Measures of Success
- 100% recon of complaints and closure with validation after coordination with all relevant SPOCs
- Control over complaints
- There should not be adverse observations in internal & external audits
- No. of process enhancement initiatives recommended
- Timely and accurate vendor billing
- Positive voice of stakeholders and customers
- Adherence to operational SLAs and penalty recovery
- Vendor productivity levels within agreed thresholds
- No stockout scenarios impacting BAU
Technical Skills / Experience / Certifications
- Knowledge of Customer Service and Complaint handling
- Knowledge of UAT, PVT, Testing
- Basic understanding of VisionPlus and Cardone systems
- Knowledge of logistics industry landscape
- Knowledge of tele calling setups
Competencies critical to the role
- Analytical Ability
- Planning & Organizing
- Stakeholder Management
- Process Orientation
Qualification
Post Graduate/Graduate in any discipline
Preferred Industry
BFSI
