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