City Fulfillment Deputy Manager

Deputy Manager - City Fulfillment

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, color, 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 fulfilment of credit card applications (KYC, surrogate document collection & MID completion) across all open market retail sales channels with accuracy, within TAT & within the budgeted cost, via managing a team of contracted staff.

Role Accountability 

1. Achieve application fulfilment targets across all retail sales channels in the geography assigned
2. Generate new accounts by managing timely fulfillment of OLA & Paytm Cobranded cards
3. Ensure daily productivity management of doc boys (3rd party contract staff)
4. Ensure that cost per application is maintained within budgetary limits
5. Ensure adherence to processes to control frauds and data leakages within assigned territory
6. Perform efficient territory allocation and route planning for staff to enhance logistical efficiencies
7. Collate and share performance metrics data for own territory to enable periodic MIS preparation
8. Ensure timely adoption of technology changes/enhancements to application fulfillment within the team

Measures of Success 

1. Fulfilment Ratio of Open Market applications (% of total applications)
2. Cost of Fulfillment per application
3. NFTE Productivity Target Achievement
4. Fulfilment TAT
5. Fulfilment & new accounts generation of OLA & Paytm applications 
6. Fulfilment Ratio of STP (Sprint) Applications
7. Fulfilment Ratio of Add-on Appointments
8. Count of OVD Cases cured through eKYC

Technical Skills / Experience / Certifications

Basic knowledge of Credit cards Sales, Distribution and Fulfilment process

Competencies critical to the role

1. Stakeholder Management
2. Result Orientation
3. Process Orientation
4. Detail Orientation

Qualification 

Graduate/Post Graduate MBA (Preferred) in any discipline from a recognized university.

Preferred Industry

Credit Card, BFSI Industry, Any

Experience Level

Mid Level