Customer Satisfaction Manager

Manager - C SAT, TL

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

To manage the day–to-day planning, operation and problem-solving of team of 4 tenured FTEs to meet with the required target and RCA require under CSAT.

Role Accountability

1. Ensure all CSAT metrics are met as per agreed targets for the business
2. Work closely with other functions across organization on quality and improvement of CSAT
3. Ensure reason for DSAT increase under any channel to be highlighted to respective function and kept regular coaching and feedback to the team.
4. Work with leaders within the organization to influence the focus on customer experience and coaching strategies. 
5. Ensure productivity parameter is maintained for the team on a daily basis.
6. Conduct effective resource planning to maximize the productivity of resources 
7. Customer Centricity
8. Eliminating DSAT reasons by working closely with team and basis customer's DSAT reasons shared
9. Create change agents who have the foundational knowledge for building a customer-centric enterprise 
10. Drive service recovery 
11. People & Compliance
12. Manage the team assigned as a line manager in all aspects including training, accolades, promotion, or remedial action plans.
13. Lead team meetings and sessions with team members
14. Manage 2 way communication process between team members and the management & HRM
15. People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule. Responsible for conducting appraisals, confirmations, promotions and terminations.
16. Engage and retain top quartile talent

Measures of Success 

1. Maintaining CSAT metrics as per Defined targets
2. Reduction in DSAT % under all channels basis given targets
3. Ensure closure of all assigned allocation by team as per agreed timelines
4. Maintaining team accuracy as per defined target
5. Timely publication of daily, weekly  and monthly reports.
6. Effective coaching of team resulting in constant improvement in team and process performance.

Technical Skills / Experience / Certifications

1. Excellent communication, interpersonal skills with evidence of team work and collaboration
2. Computer skills (MS Office) especially MS-Excel and MS-PowerPoint.
3. Ability to work under pressure, strict deadlines and efficient in multi-tasking
4. Data management and analytical skills.
5. COPC certified
6. Ability to work with multiple levels of management internally and with customers (or clients).

Competencies critical to the role

      Proficient in Stakeholder Management.

Qualification 

1. Graduation from recognized University
2. Prior customer service & CSAT process experience is mandatory
3. Prior experience in handling teams would be an advantage.
4. Should be flexible to work in rotational shifts and rotational scheduled offs.

Preferred Industry

FSI

Experience Level

Mid Level