Senior Manager - Account Optimization

Senior Manager - Account Optimization

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, color, 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 development and growth of the processes and to increase sales performance to maximize profitability and meet strategic business objectives
2. Steer the development & implementation of technology-based solutions that increase application flow (throughput), reduce post-processing declines and ensure higher productivity along with cross functional teams. 
3. Lead and monitor the implemenation of new sales related projects (Digital/Non Digital). 
4. Monitoring end-to-end application lifecycle processes & policies, identifying opportunities for increase in app to account conversion rate, working with risk, operations, fraud control, BE, IT & sales function to improve application approval rate to generate higher new accounts, lower CoA & better customer experience
5. In order to create accounts- the three main areas to look into is
   1. Data driven- Try synthesizing logics and patterns from existing as well as market data for policy, system related changes
   2. Technology driven- Strong sense of market as well internal structure will lead to ideas and automation to make sales journey easier and also to equip sales with smoother onboarding
   3. Policy Driven- To analyze data and understad opprotunites where policies can be updated as per latest market conditions
6. With increasing automation and digital sales; a strong tech devlopment aspect helping in smoother devlopments, BRD requisitions, CR approvals and Testings.
7. Stakeholder management at CXO level for business policy formation and acquisition optimization.

Role Accountability 

1. Study the entire application lifecycle and the processes & policies getting executed, monitor declines & decline trends across all codes
2. Identify the root cause of application declines and highlight systemic issues related to policies & processes with stakeholder management at C-level employees across functions
3. Work with Credit, operations & fraud control functions for formulation & implementation of optimial processes & policies through joint field visits, case discussions, market benchmarking, etc. and suggest & implement appropriate actions
4. Increasing digitisation through leading & driving the implemenation of new sales related projects eg. Sales 24, CKYC, Digital apps, Perfios integration, Trusting social, Insta carding, Channel Agnostic fulfilment, E-KYC etc. These initiatives aid in increasing the overall conversion and throughput
5. Spearheading development, user acceptance testing and successful launch of technical initiatives (softwares and AI based solutions) - both in-house and third party
6. Lead and monitor implementation of compliance and RBI directed changes across Sales team PAN India. Ex : TRAI related changes, KYC related changes
7. Drive increase in productivity via In depth analysis of each Sales processing leg. 
8. Perform competition benchmarking on policies and explore new sourcing avenues. This helps increasing throughput.
9. Study & analyse the quality of incoming applications, identify issues and work with the sales team for improvement. Support the learning of sales team though training, case studies, etc.
10. Supervise decline analysis, projects, UAT/PVTs performed by other team members
11. Work with BE & IT teams for developing & implementing technology-based solutions that reduce post-processing declines and ensure higher productivity. Tracking and maintaining impact of policies across all functions from sales perspective.
12. Monitor & drive important business metrics like RTB, E-photo, E-mail penetration, E-KYC/C-KYC, Digital etc. Effective tracking of gaps, if any, and zeroing in the same with cross functional approach.
13. Conducting timely case studies, joint visits, caliberation exercises with all zones, learning series, location visits etc. To highlight the process and policy gaps along with opportunities via multiple decline related projects and her cross functional skillset has ensured timely fix for all issues.
14. Build customer satisfaction surveys/scorecards on application journey
15. Prepartion of training deck and conducting training sessions for the training team post any launch
16. Priority execution of customer escalations and related investigations w.r.t sales processing legs
17. Mentor other & new members of the team and train & guide them 
18. Co-ordinating and closing internal and external audits
19. Involvement with PAN India sales team of ~300 in the below aspects :
20. Maintain calibration between geographically spread sales team & other business functions like Credit/operations/FCU to ensure implementation of all initiatives
21. Sales support for policy execution and day-to-day BAU for maximized output
22. Post facto sales support after digital launches like ekyc, Sales 24, VKYC, etc.
23. Visits to various Sales shops to identify pain areas of Sales team and accordingly take it up for corrective action
    1. Digitization across application journey 

Measures of Success 

1. Timely launch of initiatives/projects with no process failures
2. Seamless and frictionless customer/sales team experience for the digital products
3. Increase in app to account conversion rate
4. Increase in process effeiciencies and outputs

Technical Skills / Experience / Certifications

1. 12+ years of progressive experience in business strategy & planning, project and product management, Audit & trainings, portfolio and performance management 
2. Subject metter expert in application processes/flows, credit risk policies
3. Practitioner in performing competitive benchmarking
4. High proficiency in :
5. Sales 24 portal
6. Powerplay
7. WCP
8. Vision Plus
9. Card one
10. API Integration
11. User Acceptance Testing

Competencies critical to the role

1. Proven experience in launching of new processes/products 
2. Have a very strong understanding of application processing and issuance.  Risk Policies, processes, KYC norms, surrogates & it’s digital options of fulfillment
3. Analytical Ability
4. Relationship Management
5. Aptitude to respond to challenging and ambiguous environment
6. Ability to synergise capabilities across functions to achieve common goals
7. Strong communication with ability to influence stakeholders at SMT level

Qualification 

1. Graduate with 7-10 years of total work experience
2. Understanding of Sales/Application flow processes

Preferred Industry

BFSI - Banking / Financial Services / Insurance

Experience Level

Senior Level