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.
What s in it for YOU
- SBI Card truly lives by the work-life balance philosophy. We offer a robust we'llness and we'llbeing program to support mental and physical health of our employees
- Admirable work deserves to be rewarded. We have a we'll 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 managing Omni Channels of Customer Services operating in Outsource Sites.
Role Accountability
- Drive goverce of all Business KPIs at partner site and ensure month on month delivery against the Monthly Targets assigned to the Partner
- Oversee timely and satisfactory resolution of service delivery incidents and raise red flag on agent/process errors, review RCAs for customer escalations
- Drive increase in profitability by leveraging on Cross Sell, upsell, efficiency, Retention, Onboarding , increase in addon sales, through voice and non voice processes
- Lead entire vendor management process by overseeing seamless execution of partner operational items viz. timely creation of IDs, invoice payments, LOA approval
- Partner with relevant stakeholders to understand performance improvement opportunities collaborate with the resp. stakeholders on implementation of appropriate action plan
- Benchmark best practices and create knowledge repository through digital and SME teams; conduct audits and identify process gaps, update the same and ensure dissemination to partners and upload on KM
- Ensure good working relationships between the vendor partner and the organization
- Manage WFH / WFO basis the proctoring tools / Quality errors/ CCRP validation, ficial loss recovery from vendor
- Ensure process documentation and compliance adherence
Measures of Success
- Achievement of defined SLAs (TAT, Average Handling Time, Call response rate, Call quality)
- Agent Productivity
- S2S Revenue as per agreed MOU
- Customer Retention target
- Timely and accurate MIS / business dashboard
- Process Adherence as per MOU
Technical Skills / Experience / Certifications
- Understanding of card lifecycle management processes
- Understanding of upstream/downstream process understanding impacting customers
Competencies critical to the role
- Relationship Building
- Problem-solving
- Vendor Management
Qualification
Graduate in any discipline
Preferred Industry
FSI
