Assistant Manager - VIP Servicing

Assistant Manager - VIP Servicing

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 VIP Servicing by managing Card account of VIP, Execution/resolution of VIP Cases on utmost Priority, RM based Preemptive exceptional base priority services.

Role Accountability 

1. Ensure Wing-to-Wing Resolutions of all VIP cases with utmost accuracy and delivering best in class service
2. Manage VIP Preemptive Servicing through effective Onboarding/Card & Statement delivery, Real Time automated transaction Decline curing (RADAR), Payments & Charges, Collection receivables/KYC renewal fulfilment as per RBI guidelines, Reinstatement/Activation of Card Account, monitoring of SR, End to End mapping of services
3. Adhere to productivity, reactive and proactive TAT, quality standards, process metrics as per SOP, Credit policies, maker-checker process 
4. Function as a Relationship Manager for each VVIP account and ensure proactive account-level management, seamless transaction of routine services, and regular connects with the clients
5. Perform RCA for chronic issues /Process improvements by initiating projects aiming enhanced service delivery to VIPs, productivity enhancement and better quality
6. Ensure Critical account level tasks are done properly which are Reinstatement of account, Credit limit increase (audit item), approving& Verifying KYC documents for change of contact. Card flipping/upgrade, Reward points reinstatement, Change of billing cycle, change of statement mode on Vision+, Reissue/replacement of cards. Risk/Pricing/product deviation for retention of VIPs, VIP application curing   
7. Maintain data for audits of processes and sub-processes and liaise with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process 
8. Ensure process documentation and compliance adherence

Measures of Success 

1. Service Quality Score 
2. Cases processed per day
3. FKAT training quiz score 
4. Execution/Resolution TAT 
5. Response TAT 
6. Voice of Customer
7. Zero Avoidable Escalation
8. Performance Retention Score
9. Customer Retention Rate
10. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge of Credit cards / CRMs/ Operational processes
2. Experience in complaints handling, process improvement in customer services
3. Experience in managing HNI/VVIP customer relationships

Competencies critical to the role

1. Influencing Skills
2. Relationship Management
3. Problem Solving
4. Stakeholder Management
5. Customer Orientation

Qualification 

Graduate in any discipline

Preferred Industry

BFSI or similar Service Industry

Experience Level

Mid Level