Assistant Manager - Customer Escalation and Complaint Resolution

Assistant Manager - Value Servicing, Escalation Desk

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

Managing, Execution/resolution of External Escalations received from SBI, Govt Channel, Top Manaagment, RTI, Legal and Service Recovery.

Role Accountability 

1. Ensure Wing-to-Wing Resolutions of cases with utmost accuracy and delivering best in class service. Final Resolution to be communicated to Customer and external as well as internal Stakeholders, Senior management team, other external sources thus ensuring daily productivity is met with 100% quality and adherence to the process TAT.
2. Root Cause Analysis of complaints, identifying and highlighting gaps/errors to concern dept for avoidable/net complaints.
3. Ensure execution and resolution of all cases/escalations within the Process TAT.
4. As per requirement, matter should be to taken up with concern functions/depts for deviation, Service Recovery where gap/laps identified. 
5. Identify chronic issue in system and drive it closure via Root Cause analysis
6. To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions.
7. Preparation of case sheet and timely submission to manager
8. Validation and Revalidation of complaints 
9. Function comfortably in a fast-paced performance-based customer services environment where cases are monitored, recorded and assessed for quality of performance.
10. Ensure TAT, Productivity , quality targets are met, submission of MIS on regular basis with analysis of each complaint as per SOP 
11. Ensure proper heads up on each case and submission of case analysis, drafts to the SBI and top management
12. Ensure that legal and senior management opinion is taken in policy no, probable escalation and legal threats 
13. Adhere to Credit policies, maker-checker process and maintaining the data for audit requirement
14. Ensure each transaction dispute/Suspected Fraud case is taken up with FRM and Investigation team for final conclusion

Measures of Success 

1. Quality - 98%
2. Productivity -100%
3. FKAT training quiz score - 100%
4. Execution/Resolution TAT - 4 days
5. Response TAT = 4 hours
6. update on escalation to top manaagement/SBI MD office - 2 days
7. Quality of Resolution and Communication , FKAT (Training Quiz) scores
8. Productivity
9. Adherence to Process TATs
10. Avoidable/Repeat Escalation
11. Analysis of complaint/Root Cause Analysis
12. Timely submission of MIS

Technical Skills / Experience / Certifications

MS Outlook

Competencies critical to the role

1. Excellent, professional phone and communication skills – interpersonal, verbal, and written with the goal of influencing outcomes.
2. Must be able to build positive, productive relationships with customers and team members.
3. Good networking skills.
4. Excellent

Qualification 

Graduate from a recognized University, Proficient in use of Microsoft Office including Outlook, Excel, and Word

Preferred Industry

Customer Services - Complaint Management

Experience Level

Mid Level