Senior Executive - Distribution and Analytics

About the company

At SBI Card, the motto Make Life Simple inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

\What s in it for YOU

1. 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


2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees


3. Dynamic, Inclusive and Diverse team culture


4. Gender Neutral Policy


5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits


6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for:

1. Card delivery automation which includes various interventions namely BOT, Robotics, automated process output etc.


2. Tracking of Automated Address change process, Auto Redispatch


3. Managing automated Hand/VIP/AURUM/Office Address process along with end to end close looping of card delivery


4. Automated process of, Card redispatch & BOT fall out process


5. Digital Tracking of ageing of cards along with feed back to respective process owner

Role Accountability

1. Card Automation, Robotics & BOT Management


2. Ensure Timely updation of BOT files for daily schedule basis the agreed process with IT


3. Manage Speed Post Calling, Address change, Card Redispatch and Speed post respective BOT monthly & Track the performance on daily basis


4. Work in collaboration with Robotic Team to strategies & to maximize out put of already allocated BOTs and also create new scenarios to further enhance BOT utilization


5. Track fallout cases & take remedial steps to ensure the process meets the desired targets on responsive rate


6. Test Business fallout scenario as required. to achieve the over all process efficiency

1. BOT feedback management


2. Analyze address change resolved cases and share reports with various stake holders on the outcome basis card one reports


3. Share feedback with RTO FTE for address change analysis on the fall out cases


4. Study trends on all BOT process & share any anomalies with IT team on correction


5. System development and Testing:


6. Create BRDs for changes in new product specifications, new process etc. & submit the same to relevant stake holders


7. Ensure System testing on various platforms to ensure smooth roll outs without any issues reported on the new process


8. Formulate BRD/UAT and PVT scenarios and ensure timely sign off on Statement related changes


9. Highlight the key bugs & systems issues while at the time of PVT& have a clear view of the changes being implemented

1. Managing automated approval process of VIP/high priority /Hand/Office card deliveries


2. Manage automated process follow for High priority redirected cases & close loop on all approvals


3. Track all high profile cases till delivery & close loop on Hand delivery receipt basis the card delivered to customer together with Manual updation on the delivery details to be updated on Card one, CEMS & other internal systems.

1. Data Analytics & Process reporting


2. Develop and publish daily, weekly and monthly dashboards for all BOTs/Trend & region specific report out and Fallout cases MIS & Dashboards, and suggest strong measures to contain the fallout


3. Conduct monthly review of process and further with process heads with RPA Team/relevant Vendors


4. Perform process documentation and compliance adherence

Measures of Success

1. Timely submission of BOT data


2. Automation as per MOU


3. Adherence to timelines and budget in new technology deployment


4. BOT Response Rate


5. No. of process enhancement initiatives recommended


6. Number of Fall out instances of BOT


7. Timely and accurate reporting of MIS/business dashboards


8. Adherence to operational SLAs (Card delivery TAT, etc. )


9. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Basic understanding of VisionPlus and Cardone systems


2. Knowledge of tele calling setups

Competencies critical to the role

1. Analytical Ability


2. Planning & Organizing


3. Stakeholder Management


4. Process Orientation

Qualification

Post Graduate/Graduate in any discipline

Preferred Industry

BFSI