Process Monitoring Assistant Manager

Assistant Manager - Process Monitoring

About Us

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 

This role is responsible for implementation of all collection processes for the  transaction monitoring unit and manage call & field quality monitoring unit on card products, collection code of conduct, compliance metrics & don’ts etc.

Role Accountability 

Monitoring

1. Perform process & transactional monitoring of all CXs processes as per defined SOP & Policies.
2. Perform monitoring and reconciliation of ID management (internal & vendor users) & CXs system/application.
3. Perform monitoring on third party oversights.
4. Perform RCSA, compliance assurance testing, ICFR along with internal auditors & stakeholders.
5. Perform monitoring on all newly launched processes at CXs.
6. Drive annual Collection Code of Conduct to ensure 100% COC completion.
7. Publish monitoring findings report out to collections team & senior management.
8. Conduct review with (internally/stakeholders) and close looping for ATR closure.
9. Identify operational/transactional risk, defects, errors & recommend corrective action to relevant team & stakeholders.
10. Provide process download & overview to internal & external auditors along with process stakeholders and submission of asked data requirements.
11. Refreshing standards periodically - engage in continuous knowledge development regarding processes, regulations, best practices, tools, techniques, and performance standards.
12. Conduct periodic meetings with process owners to develop an understanding of business processes, requirements, etc.
13. Assess how well the business is complying with rules and regulations and raise exception alerts.

RCA / Process Analytics & Insight

1. Compiling report/MIS/dashboard on seclore activities & operational errors daily to monitor, improve & sensitize management for influencing decisions.
2. Explore process snags & drive process correction based on gap analysis.
3. Maintain and extract data from various databases, identify root cause & draw implications/conclusions.
4. Provide recommendations with relevant staff members to make improvements to operations and help secure backing for them in meetings.
5. Provide support and guidance to management on how to handle new opportunities.
6. Anticipate emerging issues through research and decide how best to deal with them.

Measures of Success 

1. 100% operational & transactional monitoring of CX processes 
2. Close looping and defect closure/fix with relevant stakeholders 
3. Timely & accurate MIS/business reporting
4. Timely closure of compliance & regulatory mandates for CX function
5. Communication Rhythm as per schedule
6. Reporting accuracy & TAT adherence
7. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge of collections & recovery processes
2. Knowledge of Collections24 platform

Competencies critical to the role

1. Analytical Ability
2. Process Orientation 
3. Detail Orientation 
4. Stakeholder Management

Qualification 

Graduate/ Post Graduate in any discipline

Preferred Industry

FSI

Experience Level

Mid Level