Regional Fulfillment Manager

Senior Manager - Regional 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

Lead the Application Fulfilment Process at Regional Level (North, East, South & West) for Retails Sales Teams across Telecalling, POS / Strorefront, eApply Channels & SPRINT. Lead field Curing process for KYC deficient onboarded customers through eKYC.

 Role Accountability 

1. Drive achievement of application fulfilment, TAT & budget adherence targets for the assigned territory, managing a distributed team of permanent and contracted employees
2. Monitor updation of pre-consented leads on Lead Management System by the team, which are fed into telecalling center databases
3. Ensure adherence to internal policies and regulatory compliances, taking prompt corrective action in case of deviation
4. Conduct re-verification of declined cases to gather necessary inputs for restarting them
5. Track performance, quality and productivity metrics related to fulfilment processes to prepare periodic MIS reports and identify enhancement opportunities
6. Drive adoption of new tools/ processes in the team/region to improve efficiencies and save costs
7. Support implementation of process related changes to check potential frauds & data leakages in assigned territory

Measures of Success 

1. Fulfilment Ratio of applications (% of total).
2. Cost of Fulfillment per application.
3. NFTE Productivity Target & Fulfilment TAT
4. New Accounts Generation for OLA & Paytm
5. RTB % for OLA & Paytm dispatched applications
6. Post fulfilment approval rate for OLA & Paytm
7. Fulfilment & new accounts generation of OLA & Paytm applications 
8. Fulfilment Ratio of STP (Sprint) Applications
9. Fulfilment Ratio of Add-on Appointments
10. Count of OVD Cases cured through eKYC

Technical Skills / Experience / Certifications

Knowledge of credit card sales, distribution, and fulfillment process

Competencies critical to the role

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

Qualification 

Graduate/PG (Preferably) from any recognized and reputed Institute

Preferred Industry

BFSI/Telecom/Any retail sales FMCG, CD etc.

Experience Level

Senior Level