Senior Manager - Workforce Management

Senior Manager - 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 CCRP & Statutory Reporting for Customer Services.

Role Accountability 

1. Maintain repository for complaints received across organization
2. Drive resolution of customer complaints within the defined TAT 
3. Identify causes for occurrence of complaints and Highlighting to the respective departments for fixing the same. Requires working efficiently with cross functional teams
4. Work with respective departments & ensure resolution % is within defined threshold at all times
5. Reduce the complaints volumes & ensure the volume is kept below target, as defined by the company
6. Conduct Root Cause Analysis on all complaints check for process gap / failures and suggest process improvements
7. Manage Reporting of Complaints to various stakeholders  cross functional (like finance/risk etc.) and external reporting’s for regulators
8. Oversee reporting of complaints for internal and external channels and track performance of 25+ member team (for revalidation of customer complaints) 
9. Handle Regulatory & Compliance reporting requirements 
10. Ensure process documentation and compliance adherence

Measures of Success 

1. Resolution of customer complaints within defined TAT 

2. Productivity Enhancement leading to Cost/Headcount save

3. Accuracy %

4. 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

Detail Orientation

Stakeholder Management

Analytical Ability

Market Awareness

Qualification 

Graduate in any discipline

Preferred Industry

Banking/ Financial/ Call Centre/ Ecommerce

Experience Level

Senior Level