Assistant Manager - RTO Calling TL

Assistant Manager - RTO Calling TL

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 executing the RTO curing process in line with established guidelines and ensuring timely redispatch of eligible cases each day. Also accountable for managing outbound calling activities and driving effective curing of assigned Pre-RTO and Post-RTO cases to maximize conversion rates.

Role Accountability 

1. Timely execution of RTO cases & redispatch of eligible apps on a daily basis to ensure delivery target is met. 
2. Checking the call quality & product knowledge to deliver on superlative customer experience & ensure to provide inputs on process gaps.
3. Manange the critical business metrics of all team members - productivity, accuracy and TAT while processing & Calling RTO Cases
4. Push the team for higher conversions in  RTO Curing cases
5. Ensure daily productivity targets are met by the team members including redispatch.
6. Team accuracy targets to be met. 
7. Suggest process improvement ideas to leaders.

Measures of Success 

1. Productivity & Accuracy targets to be met as defined by business - AHT, CQ, Retention
2. Conversion rate target to be met
3. Timely dispatch are one on a daily basis
4. Timely responses to Sales Queries/Mails / Highly escalated cases.
5. Stakeholder Mangement

Technical Skills / Experience / Certifications

1. Strong Detail orientation
2. Positive attitude
3. Team Management
4. Effective Communication skills

Competencies critical to the role

1. Strong Detail orientation
2. Positive Attitude
3. Working in team environment
4. Effective written and verbal communication

Qualification 

Graduate in any discipline

Preferred Industry

FSI

Experience Level

Mid Level