Senior Manager

SBI Card

0 - 1 years

2 - 3 Lacs

gurugram

Posted:2 weeks ago| Platform:

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Skills Required

escalation management process orientation process documentation mis customer retention wellness medical insurance stakeholder management service quality monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Oversee Wing-to-Wing Resolution of internal escalations received in Nodal desk by allocating cases according to skillset of team members and monitoring resolutions within timelines and quality standards
Monitor daily inventory management and oversee EWS Management/ Escalations trigger / Review Service no cases
Review reports / MIS/ dashboards for the activities to monitor performance and progress - ID Ageing, Response % and Manpower allocation
Conduct meetings with stakeholders for pre TAT cases to ensure NIL TAT Burst and partner with other functions for required level of resolutions to maintain Response TAT and Resolution TAT
Drive Retention to reduce customer attrition
Ensure process documentation and compliance adherence

Measures of Success

Response TAT for dedicated Channel, Resolution TAT, Referral Queue Management TAT
Service Quality Score
First Contact/BO Resolution rate
Avoidable Escalation for external parties
CSAT Service Recovery
Timely and accurate reporting of MIS / business dashboards
Customer Retention Rate
FTE Productivity
Process Adherence as per MOU

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