Senior Manager - Vendor Management

SBI Card

2 - 6 years

6 - 9 Lacs

gurugram

Posted:3 days ago| Platform:

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Skills Required

telecom process orientation data security billing wellness medical insurance business continuity stakeholder management crm capacity planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

Execute collection strategy for the site, track performance and give inputs to PM
Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning
Review Portfolio both Qualitatively & Quantitatively at account/NRR/Region / Channel level in order to identify gaps/issues
Strategise and segment portfolio churning on dialer prioritizing at various cuts in terms of Payment due date / Occupation segment / billing cycle / Geography / CM & NM / any new product-variants to improve efficiencies and performances
Conduct call sampling across portfolio segments in line with the call listening framework and share observations on call and portfolio quality with concerned stakeholders
Manage the uptime for all SBI Card collection systems at the vendor site to ensure uninterrupted production and coordinate with Internal stake holders to ensure business continuity in the event of downtime of vendor CRM / Dialer systems /Telecom resources
Identify portfolio segments for initiation of legal approaches such as- Mediation, Conciliation, Lok Adalat and arbitration in order to extract on identified accounts and attend all camps as required
Ensure Field-referral rates are in line with business-targets by identifying right sets of accounts for TC-retention as well as Field referral, adopting a segmented approach basis past delivery-trends
Analyze action codes on daily basis and propose action plan to improve performance and right identification of field referral
Ensure necessary training /certifications for tele calling staff in line with compliance requirements
Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all collection operations at channel partner sites
Track performance of all agents on key performance metrics daily to identify any adverse trends either or performance or call-quality or in disciplined behavior e.g. frequent late-logins, uninformed/unplanned leaves, low TOS, non-adherence to compliance guidelines, etc. and take suitable remediation measures
Manage agency payouts in line with the business SLA model and ensure billing within defined timelines; Keep track of accuracy in different components of agency payouts--Actual Headcount deployed; PRI Lines, Contest, Team Engagement, etc.

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