Assistant Vice President - Contact Centre Operations

Assistant Vice President - Contact Centre

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 overall program performance and achievement of objectives at the site level.

Role Accountability 

1. Lead vendor sites that cuts across multiple LOBs and channels (voice, non-voice, back-end) and oversee contract update, billing and vendor relationships, prepare manpower plans, oversee timely recruitment and training, drive smooth transition from standalone to centralized hosting 
2. Conduct Monthly and Quarterly business reviews, track key KPIs, and disseminate information
3. Set up a governance mechanism between SBI Card and Partner for an effective communication and monitor adherence to operating procedures by the Partner teams
4. Continually monitor the overall functioning of processes, identify improvement areas & implement adequate measures to maximize satisfaction levels
5. Identify and lead projects in collaboration with the partner to reduce the cost of operations at the partner locations
6. Function as the SPOC for all external audits

Measures of Success 

1. 100% Achievement of the business KPIs as per SOW target
2. Ensuring Zero non compliance in the process audited by the SBI Card team or any third party auditor authorized by SBI Card
3. Maintaining 100% compliance on the  rigor for review between the SBI Card team and partner as per SOW                             
4. Maintaining 100% compliance in the invoices submitted by the vendor to avoid any financial loss

Technical Skills / Experience / Certifications

Understanding of systems and processes

Competencies critical to the role

1. Stakeholder Management
2. Building Relationship
3. Problem-solving ability
4. Analytical Ability

Qualification 

Graduate

Preferred Industry

FSI

Experience Level

Executive Level