Senior Executive - Card Distribution and Analytics

Senior Executive - Distribution and Analytics

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

1. Responsible for Card Delivery, Vendor management, RTA calling, VIP / N-VIP E-Mail curing & Process improvement
2. Card connection process, Tracking of card handover to courier & Speed Post
3. Refuse to accept curing process

Role Accountability 

1. Drive card delivery with courier vendor
2. Drive low non delivery % for dispatch and share feedback with vendors for corrective actions and track implementation of the same
3. Track status of cards & take proactive action to redispatch cards basis customer feed back
4. Manage daily mapping and allocating RTA (refuse to accept) cases as per the defined scenario, measure the conversion rate of RTA calling to ensure maximum customer retionsion
5. Manage daily inflow of VIP and N-VIP E-Mail curing to ensure timely closure of all escalations and reverts to be shared with relevant stakeholders
6. Ensure reduction of card not delivered percentage through market feed back/region specific actions
7. Suggest and identify New projects and automations basis details identified during customer interaction
8. Develop and publish daily, weekly and monthly dashboards 
9. Participate in monthly review of process 
10. Preform process documentation and compliance adherence

Measures of Success 

1. Automation % as per MOU
2. No. of complaints related to card not received
3. No. of process enhancement initiatives recommended
4. Timely and accurate vendor billing
5. Voice of customers
6. Adherence to operational SLAs (VIP Card delivery TAT, calling efficiency etc.)
7. Vendor productivity levels within agreed thresholds
8. Timely and accurate reporting of MIS/business dashboards
9. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Vendor Management experience
2. Basic understanding of VisionPlus and Cardone systems
3. Knowledge of logistics industry landscape
4. Knowledge of Tele-Calling Set-ups

Competencies critical to the role

Able to work with cross functional teams & derive resolution

Qualification 

Post Graduate/Graduate in any discipline

Preferred Industry

BFSI

Experience Level

Senior Level