Assistant Vice President - Contact Centre

Assistant Vice President - Contact Centre

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  manage the day–to-day planning, operation and problem-solving of customer service agents in order to meet with the required service level standards across email/voice/chat channels for premium and non-premium customers. 

Role Accountability 

1. Drive achievement of KPIs (service level adherence, revenue generation via service to sales, abandonment rate, customer retention) for voice and email channels
2. Ensure effective controls on EWS penetration and resolution of escalations on a timely basis through coordination with various internal stakeholders (Marketing, Legal, Communications, HR, etc.)
3. Validate Level of Approval (LOA) for level 2 & 3 in Contact Centre to resolve customer queries within TAT and control financial loss and drive First Contact Resolution and On Call Resolution targets
4. Drive customer retention by coordinating with stakeholders/designated authorities to seek exceptions/deviations wherever required
5. Maintain repository of CSA errors, avoidable escalation/ exceptional approvals to build control mechanism and engage with functions on reduction of wrong referral / incorrect tagging cases
6. Drive culture of challenge existing process contributing to unwarranted contacts & escalations and liaison with Support functions (Sales, Credit Marketing , Product, Collections..) to identify and fix process gaps 
7. Ensure process documentation and compliance adherence

Measures of Success 

1. Achievement of defined SLAs (TAT, Average Handling Time, Call response rate, Call quality)
2. Revenue Target as per agreed MOU
3. Adherence to floor hygiene metrics by self and team
4. CSAT Score
5. Timely publication of daily, weekly  and monthly reports
6. Process Improvement through RPA
7. Agent Productivity
8. Adherence to Quality Assurance score threshold
9. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Understanding of card lifecycle management processes
2. Understanding of upstream/downstream process understanding impacting customers

Competencies critical to the role

1. Stakeholder Management
2. Problem-solving ability
3. Analytical Ability

Qualification 

Graduate in any discipline

Preferred Industry

FSI

Experience Level

Executive Level