Job Description

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. 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.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

1. 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
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

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

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

Measures of Success

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

Technical Skills / Experience / Certifications

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

Competencies critical to the role

1. Strategic Orientation
2. Process Orientation
3. Teamwork & Collaboration
4. Analytical Ability
5. Innovation & Problem Solving

Qualification

Post Graduate Graduate in any discipline

Preferred Industry

FSI