Deputy Manager - Customer Escalation and Service Management

Deputy Manager - Value Servicing, CEO & CSH

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 Internal Escalation team & customer response and wing to wing resolution at Internal Escalation.

Role Accountability 

1. Oversee Wing-to-Wing Resolution of internal escalations received in Nodal desk by allocating cases according to skillset of team members and monitoring resolutions within timelines and quality standards 
2. Monitor daily inventory management and oversee EWS Management/ Escalations trigger / Review Service no cases
3. Review reports / MIS/ dashboards for the activities to monitor performance and progress - ID Ageing, Response % and Manpower allocation
4. Conduct meetings with stakeholders for pre TAT cases to ensure NIL TAT Burst and partner with other functions for required level of resolutions to maintain Response TAT and Resolution TAT
5. Drive Retention to reduce customer attrition 
6. Ensure process documentation and compliance adherence

Measures of Success 

1. Response TAT for dedicated Channel, Resolution TAT, Referral Queue Management TAT 
2. Service Quality Score
3. First Contact/BO Resolution rate
4. Avoidable Escalation for external parties
5. CSAT & Service Recovery
6. Timely and accurate reporting of  MIS / business dashboards
7. Customer Retention Rate
8. FTE Productivity
9. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge and experience of complaints handling 
2. Knowledge of Escalation management process

Competencies critical to the role

1. Problem Solving
2. Stakeholder Management
3. Customer Orientation
4. Planning and Organizing
5. Process Orientation

Qualification 

Graduate in any discipline

Preferred Industry

Customer Services - Credit Card

Experience Level

Mid Level