Assistant Vice President - Workforce Management

Assistant Vice President - WFM

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 managing Pan India Headcount of FTE + NFTE for Customer Services & Operations and Inhouse Non FTE Headcount of Customer Services including - Costing, Hiring, Billing & Vendor agreements. 

Role Accountability 

1. Work closely with HR for HC reconciliation and Attrition Reporting and ensure cost center wise HC reconciliation with no revenue leakage and accurate productivity reporting at unit level
2. Manage the vendor billing process for all Outsource Centers, including Provisioning, Billing Validation, Rewards & Penalty, Coordination with Sourcing & Finance, Seeking requisite approvals for final payout of the Invoices
3. Manage reporting requirements for Vendor Billing Inputs for Outsource Centers of CS
4. Ensure all PR and PO are raised as per agreed timelines & co-ordinate with Sourcing and Finance units for entire Customer Services
5. Act as Customer Services SPOC for Master Services Agreement under "One vendor one agreement" project
6. Ensure all CS purchase requests are timely raised, Goods & services are timely received and invoices are accurately validated for Actual v/s approved Bill
7. Manage implementation of Performance Management Tool & Migration of Reporting to the Tool
8. Oversee Pan India Reporting of Inhouse as well as Outsource Centers for all Voice as well as Non-Voice Units of CS
9. Manage the entire Customer Services database in Oracle SQL Server and coordinate with IT & DBA team for updates, issues, enhancements etc.
10. Ensure all reports, MIS, dashboards are regularly sent with accuracy and on time. And Regular review with stakeholders on reports requirement and modifications
11. Provide critical inputs for Business level dashboards & VIC processing. Evaluate, standardize and modify VIC models as per plan and business requirement
12. Conduct full life cycle activities to include requirements analysis and design, develop analysis and reporting capabilities, and continuously monitor performance and quality control plans to identify improvements
13. Create Dialer Strategy for all existing & new Outbound processes of Customer Services
14. Monitor the existing strategies and suggest modifications from time-to-time to improve productivity and effectiveness
15. Develop Site level load leveling for Optimum utilization of resources
16. Oversee OSP & TRAI related registrations, Licenses, updates to DOT on any changes related to OSP Centers, guideline adherence, Filing Annual Returns for OSP Centers of SBI Cards
17. Build triggers/ Audit process to identify opportunities and highlight exceptions, maker-checker process to be in place
18. Ensure process documentation and compliance adherence

Measures of Success 

1. Productivity Enhancement leading to Cost/Headcount save
2. Accuracy %
3. Employee Attrition %
4. Timely & accurate EMS closure
5. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge of Six Sigma (Green Belt/Black Belt)
2. Knowledge of ORACLE, SQL, SAS & Cardone

Competencies critical to the role

1. Detail Orientation
2. Stakeholder Management
3. Analytical Ability
4. Market Awareness

Qualification 

Post Graduate/ Graduate in any discipline

Preferred Industry

Banking/Financial/Call Centre/Ecommerce

Experience Level

Executive Level