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Senior Manager - Hardship Management

Senior Manager - Hardship Management

SBI Card

8 - 17 years

20 - 25 Lacs

Gurugram

Posted:6 hours ago| Platform:

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Skills Required

Telecom Backend Process orientation Bfsi MIS Analytical Financial planning Wellness Medical insurance Auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

This role is responsible for managing entire backend operations for collection hardship tools i. e. Restructuring, Reinstatement etc. and secured card lien invocation. It also ensures timely closure of customer requests received for hardship tools on internal and external channels

Role Accountability

Manage entire backend process of Hardship programs offered to SBIC customers, including Restructuring, Settlement, Reinstatement, CIBIL cleanup etc.
Drive execution of CardOne Service requests for all hardship programs/secured products, ensuring TAT adherence for closure of cases
Manage Secured card lien invoke process and drive process improvements to minimize the loss from Secured portfolio
Drive & Manage Escalation Metrics for Secured Portfolio i. e. Escalation of Lien Invoked cases with Other Functions NAU/ AMU / Legal / Sales Team and other Banking Partners
Execute Secured Card Partner Bank Termination process as per defined SOP
Manage LOC invocation for SME product via tele calling & branch coordination
Work closely with Risk team to draft / finalize the policies on Hardship tools/ Secured product
Manage Deceased Process for sending Condolence letter, Tele calling follow up for death certificates, Q Block removal
Manage communication channel via dunning on different product such as Employee/VIP, ensure accuracy and TAT adherence
Oversee preparation of and ensure timely publication of all dashboards/MIS for hardship programs/secured products
Review & analyze audit observations and fix process gaps/recommend policy changes accordingly
Work with cross functional teams to design and implement at core process changes
Interact with stakeholders, operating teams, REMS, and Bank Branches on regular basis to ensure their issues/concerns are addressed promptly
Ensure timely submission of bill for SBI Bank Branch for lien invocation

Measures of Success

Secured Lien Invoke success Rate
Accuracy in implementation of hardship programs
Custome request resolution TAT
No audit defects on hardship tool execution
Accuracy in communication processing
Process adherence as per MOU

Technical Skills / Experience / Certifications

Knowledge of collections processes & hardship tools
Exposure to Analytical tools and techniques, Exposure to Quality Tools - GB Certified
Experience in Financial planning & Cost Management

Competencies critical to the role

Analytical Ability
Stakeholder Orientation
Process Orientation
Detail Orientation

Qualification

Graduate/ Post Graduate in any discipline

Preferred Industry

BFSI, Banking, Card, Telecom

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Senior Manager - Hardship Management