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Senior Manager

Senior Manager

SBI Card

5 - 10 years

10 - 14 Lacs

gurugram

Posted:2 days ago| Platform:

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Skills Required

service level manager quality assurance process orientation process improvement analytical resource allocation medical insurance forecasting operations capacity planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Purpose

Responsible for leading a large team of FTEs/ NFTEs spread across the zone, managing Application Processing Ops, handling approx. ~30 Lakh applications per annum.

Role Accountability

Manage application processing for assigned zone, working closely with Zonal Sales Managers to ensure appropriate capacity planning as per forecasts
Adhere to budgets as per MOU, engage with regional sales team for application volumes forecasting per month delivery
Review vendor data, identify process improvement opportunities, drive improvement of vendor performance quality also ensure resource allocation
Drive critical business metrics like productivity, accuracy, TAT customer complaints related to application processing
Build process controls, ensure process has sufficient contingency /BCP, drive productivity initiatives to reduce operational costs, conduct audits and compliance checks
Manage RTB (Return to Base) Process for assigned zones
Enable operation strategy, including new services architecture, quality assurance infrastructure
Develop a rewarding payout structure for the vendors which shall help in building synergies which can drive optimal performance service level delivery
Ensure process documentation and compliance adherence

Measures of Success

Process TAT as per SLA for P90 Segment
Processing Accuracy as per SLA
CCRP Complaints (of total volumes processed)
Complaint resolution rate
No adverse observations in internal/external audits
Process adherence as per MOU

Technical Skills / Experience / Certifications

Credit Card knowledge along with good understanding of Credit Processes
Knowledge of credit documentation, basic financial ability

Competencies critical to the role

Strategic Orientation
Process Orientation
Teamwork Collaboration
Analytical Ability
Innovation Problem Solving

Qualification

Post Graduate \ Graduate in any discipline

Preferred Industry

FSI

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