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Deputy Vice President - Zonal Collections Manager, Collection Field NorthAbout UsSBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role Purpose Responsible for leading team of Regional Managers for effectively conducting field collection Processes and deliver on portfolio performance.Role Accountability <ol><li>Manage portfolio (Multiple Due Stages) performance through a team of Regional Collections Managers &amp; ACMs, in line with Operating Plan. </li><li>Ensure appropriate infrastructure and resource availability to carry out collections as per operating plan</li><li>Formulate collection strategies for the zonal cluster basis market dynamics, portfolio spread/segmentation and business requirements</li><li>Identify critical/non performing segments and ensure appropriate legal hardship tools are applied to them for satisfactory resolution</li><li>Conduct regular performance review with all vendors, Agency Managers &amp; Regional Collections Manager for all critical metrics to track the portfolio health and ensure healthy process</li><li>Monitor field collections by bucket/vintage/region to ensure cost adherence in operations and achieve cost efficiencies</li><li>Ensure adherence to Compliance Policy, Collections processes and Audit requirements, Code and conduct and maintaining standards to achieve customer satisfaction</li><li>Ensure proper recourse mechanism is followed to resolve customer complaints in a timely and satisfactory manner</li><li>Ensure 100 % SVCL coverage at all vendor locations of the Zone</li><li>Ensure monthly cost provisions are reported to Finance team as per timelines</li><li>Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes; Raise timely red flags on sourcing quality in new markets ensuring portfolio hygiene</li><li>Participate strategically and tactically in development and implementation of portfolio treatments to maximize collection for the portfolio and increase resolution/extraction</li><li>Perform peer benchmarking to create competitive infrastructure and deliver best in class performance on key metrics such as Credit Recovery as a percentage of Principle Credit Charge offs, Gross write-off, GNPA rates, Settlement loss rates, rate of recovery</li></ol>Measures of Success <ol><li>Portfolio Coverage</li><li>GNPA (Gross Non Performing Asset) Rate and Value</li><li>30+ and 90+ Delinquency rate </li><li>30 to write off POF (Product of Flows)</li><li>GWO (Gross Write Off)</li><li>Cost of collection</li><li>Settlement waiver rate</li><li>Absolute Recovery</li><li>Settlement waiver rate </li><li>Cost of collection</li><li>Extraction rate </li><li>CAPE management</li><li>ROR</li><li>Absolute recovery/ACM</li><li>Regulatory Customer complaint %</li><li>Process adherence as per MOU</li></ol>Technical Skills / Experience / CertificationsCredit Card knowledge along with good understanding of Collection ProcessesCompetencies critical to the role<ol><li>Analytical Ability</li><li>Stakeholder Management</li><li>Problem Solving</li><li>Result Orientation</li><li>Process Orientation</li></ol>Qualification Post-Graduate / Graduate in any disciplinePreferred IndustryFSI<h4>Experience Level</h4>Executive Level

Zonal Business Manager

Senior Manager - TaxAbout the companySBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role PurposeThe role is responsible for indirect tax compliances (viz. tax payments, Return filings etc.), compilation of data for audits, assessments, disputes/ litigations, tax reconciliations etc.Role Accountability <ol><li>Ensure all indirect tax compliances across India which broadly includes the following:<ol><li>Coordinate with various functions for input data</li><li>Analyze the data and obtain clarification from stakeholders as required</li><li>Prepare tax computations</li><li>Income/ Expense to tax and GL Reconciliations</li><li>Review and payment of taxes</li><li>Review of periodic indirect tax returns backed up with requisite data, reconciliation</li><li>Manage filling of GST returns for all registrations including GSTR 9 and 9 C</li></ol></li><li>Supervise the process of preparation of monthly Cenvat credit register (ensuring compliance to eligibility criteria set in Cenvat Credit Rules) </li><li>Manage coordination of work such as arranging data, invoices, agreements, payment dates etc.</li><li>Prepare and review reconciliations on taxes; Turnover as per GST returns with Turnover in the books of accounts, review of calculation of GST working and returns; ensuring tax as per Vision Plus is in-line with the income levied </li><li>Prepare data required in any proceeding, enquiry, litigation etc.</li><li>Ensure invoices on which GST credit is taken by the company have been reported by the vendors to the GST Authorities</li><li>Manage inter branch invoicing</li><li>Manage issuance of invoices for Interchange (VISA, MC and RuPay) to all the banks on a monthly basis and their reporting on GST portal and reconciliation with books</li><li>Review tax positions and making sure that they are inline with newly introduced GST law</li><li>Assist in audits (Quarterly Internal Audit, CAG audit, Statutory Audit, RBI Audit, Limited reviews, Service Tax audits, etc.) </li><li>Support appeals and other legal recourses arising from disputed audits, assessments and subsequent appellate proceedings, drafting and vet appeals prepared by law firms to be filed before Appellate authorities on behalf of the company; drafting of replies to be filed before tax authorities</li><li>Assist management / tax driven projects &amp; related requirements from tax perspective; Work with cross-functional team (marketing, finance etc.) for transactional support on new product and business development activities</li><li>Post and approve necessary tax entries in Oracle</li><li>Ensure registration under the custom laws are in place and renewed regularly and compliance with custom procedures as and when imports are being done</li><li>Supervise indirect tax related balance sheet accounts</li><li>Review and analyze tax triggers in IT systems</li><li>Monitor vendor management viz. vendor enrollment and payment of bills etc.</li><li>Supervise ASP/GSP implementation for GST compliances and related integration with GST portal</li><li>Undertake compliances under the erstwhile tax laws and assisting Tax Authorities in completing tax assessments under those laws </li><li>Perform process documentation and compliance adherence</li></ol>Measures of Success <ol><li>Compliance for all the deposits &amp; filings with zero misses</li><li>Ensure minimal escalations</li><li>Reports with minimal objections</li><li>Reduction in number of disputes &amp; refunds</li><li>Favorable order and timely appearance</li><li>Implementation of projects within timelines, budget, and quality of deliverables</li><li>Timely replies to all queries, notices etc.</li><li>Timely and accurate updation of process documentation</li><li>Process Adherence as per MOU</li></ol>Technical Skills / Experience / Certifications<ol><li>Understanding of Tax Laws &amp; accounting</li><li>Expertise in MS Office tools</li><li>Knowledge of Financial Analytics</li><li>Understanding of Automation and AI</li><li>Knowledge of IT systems used in financial sector business (Vision PLUS etc.) will be an added advantage</li></ol>Competencies critical to the role<ol><li>Analytical skills</li><li>Process orientation </li><li>Stakeholder Management</li><li>Detail Orientation - Quantitative skills</li></ol>Qualification CAPreferred IndustryFSI<h4>Experience Level</h4>Senior Level

Tax Associate

Manager - Vendor Management, Recoveries TelecallingAbout UsSBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role Purpose Manage channel partners handling tele calling responsibilities for the assigned recovery portfolio.Role Accountability <ol><li>Execute recovery strategy for the site, track performance and give inputs to Portfolio Manager</li><li>Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning</li><li>Formulate strategies for low performing segments/markets and implement the same with vendor sites. Guide vendors to design a competitive incentive plan to ensure performance improvement</li><li>Review Portfolio both Qualitatively &amp; Quantitatively at account/NRR/Region / Channel level in order to identify gaps/issues</li><li>Strategise and segment portfolio churning on dialer prioritizing at various cuts in terms of Vintages / Occupation segment / Geography /any new product-variants to improve efficiencies and performances</li><li>Conduct call sampling across portfolio segments in line with the call listening framework and share observations on call and portfolio quality with concerned stakeholders </li><li>Manage the uptime for all SBI Card collection systems at the vendor site to ensure uninterrupted production and coordinate with Internal stake holders to ensure business continuity in the event of downtime of vendor CRM / Dialer systems /Telecom resources</li><li>Identify portfolio segments for initiation of legal approaches such as- Mediation, Conciliation, Lok Adalat and arbitration in order to extract on identified accounts and attend all camps as required</li><li>Identify right sets of accounts for TC-retention, adopting a segmented approach basis past delivery-trends</li><li>Analyze action codes on daily basis and propose action plan to improve performance and right identification of field referral</li><li>Ensure necessary training /certifications for tele calling staff in line with compliance requirements</li><li>Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all recovery operations at channel partner sites</li><li>Track performance of all agents on key performance metrics daily to identify any adverse trends either or performance or call-quality or in disciplined behavior e.g. frequent late-logins, uninformed/unplanned leaves, low TOS, non-adherence to compliance guidelines, etc. and take suitable remediation measures</li><li>Manage agency payouts in line with the business SLA model and ensure billing within defined timelines; Keep track of accuracy in different components of agency payouts - Actual Headcount deployed; PRI Lines, Contest, Team Engagement, etc.</li></ol>Measures of Success <ol><li>Rate of Recovery (ROR)</li><li>Money Recovered</li><li>NFTE productivity</li><li>PLI penetration</li><li>Waiver Targets</li><li>Tele Retention rate</li><li>NFTE training coverage</li><li>Customer complaints volume</li><li>Vendor SLA adherence</li><li>No adverse observations in internal/external audits</li><li>Process adherence as per MOU</li></ol>Technical Skills / Experience / Certifications<ol><li>Credit Card knowledge along with good understanding of Collection Processes</li><li>Knowledge of dialer strategies</li><li>Experience of managing large distributed vendor teams</li></ol>Competencies critical to the role<ol><li>Stakeholder Management</li><li>Result Orientation</li><li>Process Orientation</li><li>Problem Solving Skills</li></ol>Qualification Post-Graduate / Graduate in any disciplinePreferred IndustryCredit Card<h4>Experience Level</h4>Mid Level

Manager Operations

Assistant Vice President - Application Security TestingAbout UsSBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role Purpose Responsible for managing Application Security requirements and processes to reduce technical risks due to vulnerabilities in applications exposed to customer or third-parties, including identifying and assessing vulnerabilities specific to applications. This role also responsible for leveraging expert knowledge of today's ever-changing cybersecurity and risk landscape to influence IT landscape across SBIC Card environment.Role Accountability <ol><li>Participate in and support application security reviews including Threat modeling, Code review and Static &amp; dynamic testing; discover security exposures and develop mitigation plans, and also report and fix the technical debt</li><li>Facilitate and support the preparation of security releases</li><li>Assist in development of automated security testing to validate that secure coding best practices are being used</li><li>Provide expertise in security tools for vulnerability assessment, penetration testing &amp; application security</li><li>Perform vulnerability risk profiling and prioritization of vulnerabilities</li><li>Uphold code reviews across all Platforms and manage integration with vulnerability check tools such as Static Code Analysis and Dynamic Code Analysis tools </li><li>Manage bug intake and remediation process for the organization and application vulnerability scanning and penetration testing remediation</li><li>Monitor vendor SLAs, perform regular review with vendor management and report to SBI Card leadership</li><li>Assist with planning, providing input on capabilities and methods used for vulnerability management and security testing, and driving improvements</li><li>Support in development of vulnerability management framework, support compliance and risk management activities, recommending security controls and corrective actions to mitigate vulnerability risks</li><li>Conduct vulnerability assessments and penetration testing (application and/or infrastructure) and articulating security issues to technical and non-technical audience</li><li>Perform vulnerability risk profiling and prioritization of vulnerabilities</li><li>Perform regular status reviews with IT asset owners &amp; senior leadership to ensure compliance with InfoSec policies</li><li>Develop and monitor patch deployment schedules for all Vulnerability assessments and penetration testing on an ongoing basis as well as auditing for completeness and coordinate patch management/Remediation activities for all IT assets (workstations, network, server, application, database etc.)</li><li>Monitor vendor SLAs, perform regular review with vendor management and report to SBI Card leadership</li><li>Ensure process documentation and compliance adherence</li></ol>Measures of Success <ol><li>Reduction in security vulnerabilities in SBI Card IT platforms</li><li>Number of enhancement opportunities identified for the security posture to reduce overall risk to SBI Card</li><li>Reduction in information leakage and exploitation from vulnerabilities</li><li>Timely and accurate vulnerability testing and remediation</li><li>Process Adherence as per MOU</li></ol>Technical Skills / Experience / Certifications<ol><li>Strong knowledge of web development and programming languages e.g. Java, .NET, Python, etc.</li><li>Strong knowledge of web application technology, e.g. Application Servers, Web Servers, Databases</li><li>Strong java developers, with some understanding of application security testing and willing to switch into that role, would fit for this position</li><li>Knowledge of performing security testing on an app development project either using struts, spring much like java based frameworks</li><li>Industry-accredited security certifications will be required (the candidate must have or be willing to obtain all of the following certifications – GIAC GWAPT, GPEN, GXPN, OSCP, and CISSP)</li><li>Exposure to methodologies, such as OWASP preferred, Penetration, Host, Applications (Ethical Hacking tools such as Nessus, Qualys, Nexpose), Vulnerability Assessments - Network, Host, Applications, Security in SDLC (Application Security), Secure code review - .NET and J2EE technologies</li><li>Experience in Software development/Application Security/Vulnerability Management</li></ol>Competencies critical to the role<ol><li>Analytical ability </li><li>Innovation &amp; Problem Solving</li><li>Continuous Learning</li><li>Teamwork and Collaboration</li></ol>Qualification Bachelor of Engineering in Computer Science / Engineering, Masters in Computer Science or any other relevant disciplinePreferred IndustryBFSI / NBFC / IT &amp; ITES / E-commerce/Telecom<h4>Experience Level</h4>Executive Level

Senior Software Tester

Senior Manager - Vendor Management, Collection TelecallingAbout UsSBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role Purpose Manage channel partners handling tele calling responsibilities for the assigned Collections portfolio.Role Accountability <ol><li>Execute collection strategy for the site, track performance and give inputs to PM</li><li>Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning</li><li>Review Portfolio both Qualitatively &amp; Quantitatively at account/NRR/Region / Channel level in order to identify gaps/issues</li><li>Strategise and segment portfolio churning on dialer prioritizing at various cuts in terms of Payment due date / Occupation segment / billing cycle / Geography / CM &amp; NM / any new product-variants to improve efficiencies and performances</li><li>Conduct call sampling across portfolio segments in line with the call listening framework and share observations on call and portfolio quality with concerned stakeholders </li><li>Manage the uptime for all SBI Card collection systems at the vendor site to ensure uninterrupted production and coordinate with Internal stake holders to ensure business continuity in the event of downtime of vendor CRM / Dialer systems /Telecom resources</li><li>Identify portfolio segments for initiation of legal approaches such as- Mediation, Conciliation, Lok Adalat and arbitration in order to extract on identified accounts and attend all camps as required</li><li>Ensure Field-referral rates are in line with business-targets by identifying right sets of accounts for TC-retention as well as Field referral, adopting a segmented approach basis past delivery-trends</li><li>Analyze action codes on daily basis and propose action plan to improve performance and right identification of field referral</li><li>Ensure necessary training /certifications for tele calling staff in line with compliance requirements</li><li>Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all collection operations at channel partner sites</li><li>Track performance of all agents on key performance metrics daily to identify any adverse trends either or performance or call-quality or in disciplined behavior e.g. frequent late-logins, uninformed/unplanned leaves, low TOS, non-adherence to compliance guidelines, etc. and take suitable remediation measures</li><li>Manage agency payouts in line with the business SLA model and ensure billing within defined timelines; Keep track of accuracy in different components of agency payouts--Actual Headcount deployed; PRI Lines, Contest, Team Engagement, etc.</li></ol>Measures of Success <ol><li>Resolution Rate</li><li>Normalisation Rate</li><li>Roll back rate</li><li>KP targets</li><li>PLI penetration</li><li>Money collected</li><li>NFTE productivity</li><li>Tele Retention rate</li><li>NFTE training coverage</li><li>Customer complaints volume</li><li>Vendor SLA adherence</li><li>No adverse observations in internal/external audits</li><li>Process adherence as per MOU</li></ol>Technical Skills / Experience / Certifications<ol><li>Credit Card knowledge along with good understanding of Collection Processes</li><li>Knowledge of dialer strategies</li><li>Experience of managing large distributed vendor teams</li></ol>Competencies critical to the role<ol><li>Stakeholder Management</li><li>Result Orientation</li><li>Process Orientation</li><li>Problem Solving Skills</li></ol>Qualification Post-Graduate/Graduate in any disciplinePreferred IndustryCredit Card<h4>Experience Level</h4>Senior Level

Assistant Collection Manager

Senior Manager - Regional Collections Manager, Collection Field SouthAbout UsSBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role Purpose Responsible for delivering on business metrics of portfolio resolution, norm, rollback and extraction/absolute recovery and ROR as per business operating plan through a team of Agency  managers and Collection Vendors.Role Accountability <ol><li>Devise vendor allocation strategy for the CD/region and ensure appropriate capacity addition basis future business inflows in line with ACR guidelines</li><li>Ensure adequate legal interventions on the portfolio</li><li>Ensure various critical segments as defined by business are reviewed and performance is driven on them </li><li>Conduct regular performance review with Vendors and Area collection managers for all critical metrics to track the portfolio health and performance trends</li><li>Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value</li><li>Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers</li><li>Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines</li><li>Reinforce compliance standards with area collection managers and vendors to drive adherence to code of conduct</li><li>Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies</li><li>Ensure all customer complaints received are closed within time frame</li><li>Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating</li><li>Ensure monthly cost provisions are reported as per timelines </li><li>Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes</li><li>In cases pertaining to Banca delinquencies, collaborate with partner bank branches in respective locations to track customers</li></ol>Measures of Success <ol><li>Portfolio Coverage</li><li>Resolution Rate</li><li>Normalization/Roll back Rate</li><li>Settlement waiver rate </li><li>Absolute Recovery</li><li>Settlement waiver rate</li><li>Extraction Rate</li><li>ACM CAPE</li><li>ROR</li><li>Regulatory Customer complaint %</li><li>Vendor SVCL Audit adherence</li><li>Process adherence as per MOU</li></ol>Technical Skills / Experience / CertificationsCredit Card knowledge along with good understanding of Collection ProcessesCompetencies critical to the role<ol><li>Analytical Ability</li><li>Stakeholder Management</li><li>Problem Solving</li><li>Result Orientation</li><li>Process Orientation</li></ol>Qualification Post-Graduate / Graduate in any disciplinePreferred IndustryFSI<h4>Experience Level</h4>Senior Level

Executive - Retention & Activation, OnboardingAbout the companySBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role PurposeResponsible for handling of Inbound calls / outbound from Credit Card holders to resolve customer services requests, complaints &amp; queries as per agreed SLAs.Role Accountability <ol><li>Provide servicing to customers  ensuring optimum service levels to enhance customer experience</li><li>Achieve targets on a daily basis like AHT, Productivity, Cross sell (S2S), retention, First call resolution, Voice call quality, CSAT, ensuring compliance to business policy, processes and procedures</li><li>Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations</li><li>Ensure maintenance of TAT of resolution across sub-processes         </li><li>Ensure process documentation and compliance adherence</li></ol>Measures of Success <ol><li>FRT(First Response Time) Rate </li><li>Real time resolution rate</li><li>Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation                                    </li><li>Process Improvement through RPA</li><li>Schedule adherence </li><li>AHT &amp; Productivity </li><li>Process Adherence as per MOU</li></ol>Technical Skills / Experience / CertificationsKnowledge of customer service processesCompetencies critical to the role<ol><li>Stakeholder Management </li><li>Problem Solving</li><li>Process Orientation</li><li>Detail Orientation</li></ol>Qualification Graduate in any disciplinePreferred IndustryFSI<h4>Experience Level</h4>Executive Level

Customer Retention Executive - Voice / Blended

Assistant Vice President - Service Delivery ManagerAbout the companySBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role PurposeManaging Service Delivery for various IT Digital Channels. The Role is responsible for managing service levels including uptime, incident management, release management, compliance, BCP and DR practices for SBICard customer facing digital channels.Role Accountability <ol><li>Manage Application service delivery – Person will be leading end to end service delivery practices along with his team whose responsibilities includes Managing uptime, high availability, compliance, incident management, release management, setting up monitoring/alerts etc.  Systems under scope are</li><li>SBI Card retail website (www.sbicard.com)</li><li>SBI Card retail mobile app (android and iOS)</li><li>SBI Card connect corporate B2B website (sbiconnect.sbicard.com)</li><li>Transactional alerts and eCARD.</li><li>Manage Application IT infrastructure along with CTO organization – For in scope digital channels, you will be working directly with CTO &amp; other teams for managing infrastructure, network and other components. Setup/changes/support in these components will be executed and owned by relevant teams, however you need to have strong hold and review mechanism on these components for website/mobile vertical.</li><li>Projects delivery for IT operations – You will also get small to medium projects executed from your outsourced team to bring more efficiency in IT operations or to address important business/compliance requirements. Keeping Application secure and compliant - Your outsourced team will be working on keeping website/mobile applications secure on various application information security standards (e.g. OWASP ). These scans will be conducted time to time by internal and third-party auditors. For vulnerabilities and compliance outside application layer you will be managing release planning for website and mobile application related servers. The compliance and patching will be ensured by other relevant teams of SBI Card. </li></ol>Measures of Success <ol><li>Up Time of Digital channels</li><li>SLA for Incident Management</li><li>RTO and RPO for BCP and DR</li><li>Release management (First time right)</li><li>Architecture review and Adherence</li><li>Key decisions in architecture</li></ol>Technical Skills / Experience / CertificationsTechnology skill set - Person should have hands on experience in most of following technology areas. <ol><li>Application and Databases – Java J2EE, SOAP/REST, Microservices, Oracle, PL/SQL</li><li>User Interface frameworks - Angular and React</li><li>Application Monitoring – Tools like for application monitoring and alerts </li><li>Platforms – Linux, Shell scripting, Oracle WebLogic</li><li>CMS – Teamsite/Livesite</li><li>Low Code platform – Kony/Temenos</li><li>Internet facing infrastructure knowledge is preferred which includes – external DNS, loadbalancer, firewalls etc.</li></ol>Competencies critical to the roleRFP and Vendor management – You should have experience on running RFP process, vendor and platform evaluation and IT vendor relationship management.Qualification <ol><li>B.E / B.Tech / MCA in Computer Science/IT. </li><li>ITIL/ITSM/ITAM is highly desirable.</li><li>MBA/PGDM in IT/System is preferred but not mandatory.</li><li>10-12 years of total experience with at least 2 years in Application support / service delivery</li></ol>Preferred IndustryIT Services<h4>Experience Level</h4>Executive Level

Service Delivery Manager

Senior Executive - RTO Calling AgentAbout the companySBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role PurposeResponsible for executing RTO-referred cases in alignment with defined processes and ensuring timely redispatch of eligible cases each day. Additionally, accountable for outbound communication and resolution of assigned Pre-RTO and Post-RTO cases to drive improved conversion rates through effective follow-up and curing strategies. Role Accountability <ol><li>Timely execution of RTO cases &amp; redispatch of eligible apps on a daily basis to ensure delivery target is met.</li><li>Demonstrate highest standards in call quality &amp; product knowledge to deliver on superlative customer experience &amp; ensure to provide inputs on process gaps.</li><li>Achieve critical business metrics - productivity, accuracy and TAT while processing &amp; Calling RTO Cases• Higher conversions in RTO Curing cases</li><li>Ensure daily productivity targets are met including redispatch</li><li>Accuracy targets to be met.</li><li>Suggest process improvement ideas </li><li>Maintain Process TAT as per business</li><li>Ensure Timely review &amp; resolution of Sales Queries</li></ol>Measures of Success <ol><li>Productivity &amp; Accuracy targets to be met as defined by business - AHT, CQ, Retention</li><li>Conversion rate target to be met</li><li>Timely dispatch are one on a daily basis</li><li>Timely responses to Sales Queries/Mails / Highly escalated cases.</li></ol>Technical Skills / Experience / Certifications<ol><li>Timely RTO execution</li><li>Call excellence standards</li><li>Meet business metrics</li><li>Improve RTO conversions</li><li>Daily target fulfillment</li><li>Ensure accuracy compliance</li><li>Suggest process improvements</li><li>Maintain process TAT</li><li>Resolve sales queries</li></ol>Competencies critical to the role<ol><li>Strong Detail orientation</li><li>Positive Attitude</li><li>Working in team environment</li><li>Effective written and verbal communication</li></ol>Qualification GraduatePreferred IndustryFSI<h4>Experience Level</h4>Senior Level

Non Tech Support Executive - Non Voice

Deputy Manager - Vendor Management, Collection TelecallingAbout UsSBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role Purpose Manage channel partners handling tele calling responsibilities for the assigned Collections portfolio.Role Accountability <ol><li>Execute collection strategy for the site, track performance and give inputs to PM</li><li>Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning</li><li>Review Portfolio both Qualitatively &amp; Quantitatively at account/NRR/Region / Channel level in order to identify gaps/issues</li><li>Strategise and segment portfolio churning on dialer prioritizing at various cuts in terms of Payment due date / Occupation segment / billing cycle / Geography / CM &amp; NM / any new product-variants to improve efficiencies and performances</li><li>Conduct call sampling across portfolio segments in line with the call listening framework and share observations on call and portfolio quality with concerned stakeholders </li><li>Manage the uptime for all SBI Card collection systems at the vendor site to ensure uninterrupted production and coordinate with Internal stake holders to ensure business continuity in the event of downtime of vendor CRM / Dialer systems /Telecom resources</li><li>Identify portfolio segments for initiation of legal approaches such as- Mediation, Conciliation, Lok Adalat and arbitration in order to extract on identified accounts and attend all camps as required</li><li>Ensure Field-referral rates are in line with business-targets by identifying right sets of accounts for TC-retention as well as Field referral, adopting a segmented approach basis past delivery-trends</li><li>Analyze action codes on daily basis and propose action plan to improve performance and right identification of field referral</li><li>Ensure necessary training /certifications for tele calling staff in line with compliance requirements</li><li>Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all collection operations at channel partner sites</li><li>Track performance of all agents on key performance metrics daily to identify any adverse trends either or performance or call-quality or in disciplined behavior e.g. frequent late-logins, uninformed/unplanned leaves, low TOS, non-adherence to compliance guidelines, etc. and take suitable remediation measures</li><li>Manage agency payouts in line with the business SLA model and ensure billing within defined timelines; Keep track of accuracy in different components of agency payouts--Actual Headcount deployed; PRI Lines, Contest, Team Engagement, etc.</li></ol>Measures of Success <ol><li>Resolution Rate</li><li>Normalisation Rate</li><li>Roll back rate</li><li>KP targets</li><li>PLI penetration</li><li>Money collected</li><li>NFTE productivity</li><li>Tele Retention rate</li><li>NFTE training coverage</li><li>Customer complaints volume</li><li>Vendor SLA adherence</li><li>No adverse observations in internal/external audits</li><li>Process adherence as per MOU</li></ol>Technical Skills / Experience / Certifications<ol><li>Credit Card knowledge along with good understanding of Collection Processes</li><li>Knowledge of dialer strategies</li><li>Experience of managing large distributed vendor teams</li></ol>Competencies critical to the role<ol><li>Stakeholder Management</li><li>Result Orientation</li><li>Process Orientation</li><li>Problem Solving Skills</li></ol>Qualification Post-Graduate/Graduate in any disciplinePreferred IndustryCredit Card<h4>Experience Level</h4>Mid Level

Deputy Manager - Area Sales, TelecallingAbout the companySBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role PurposeArea Sales Manager (ASM) in Distribution Sales vertical is responsible for sales of various SBI Card products in an assigned geography under one of the specified channels, through a large team of 50-120 NFTEs spread across geography on the defined POS and other distribution points or based at call centers on a tele sales process. The team comprises Relationship Executives (RE), Tele Sales Agents, Relationship Managers (RMs/TLs), Unit Managers and Back end team. This role of an ASM has the most enriched JD for any front line sales manager profile in the industry, owing to the scale of operatons and comprehensiveness, as supported by the role description mentioned below. Role Accountability <ol><li>Lead a team of NFTEs on PSA payroll comprimising of RMs, TL, RE &amp; operations resources</li><li>Effective coordination with WE function for right quality hiring, training of NFTE as per requirement, Placement of people as per skill sets/requirement of the distribution point Compliant management of PSA sites as per the Internal Audit guidelines of the organization</li><li>Manage open market distribution points along with cobrand tie-up's and ensure cost viable delivery</li><li>Stay abreast with competition moves and align sourcing stratgies, opening of new distribution points in accordance</li><li>Ensure spread of field staff across the geography being managed in line with expansion of retail footprint and new customer acqusition</li><li>Manage DSA/LG channel partners and scale them for a cost viable, profitable journey of both organization &amp; the vendor</li><li>Drive right sourcing mix in both field and tele setup's focusing on new to business customer acqusition for maximised spends,growth</li><li>Encourage increase of digital enablers example EKYC,VKYC, Perfois platforms for a better customer experience and smooth processing of the application</li><li>Diligent controls in application processing at backend shop to ensure high conversion rates for maximised output</li><li>Manage application processing TAT across levels of sales funnel to ensure faster disbursement of card to the customer</li><li>Control early card attrition and keep it under desired levels of the organization</li><li>Fair knowlegde to manage tele sales campaigns for high connect rates, maximised churning of data as per company policies</li><li>Realtime processing, fulfilment &amp; processing of digital-led applications for improvised customer experience</li><li>Operate as per COA targets assigned and ensure productivity of team is in line Sales processes to be conducted across funnel as per said compliance norms of the organization</li><li>Frequent field &amp; location visits for F2F connect with the sourcing teams Conduct frequent skip, one-o-one sessions with NFTEs for better team connect</li></ol>Measures of Success<ol><li>Achievement Of MOU Goals</li><li>New Accounts</li><li>Premium Accounts</li><li>Insurance Cross-Sell</li><li>COA</li><li>4 MOB Attrition %</li><li>Digital Sourcing</li><li>% Conversion Of Leads: Inward rate % - Inward to soft approved for both No doc &amp; With doc portfolios</li><li>Stake Holder Management: Close collaboration with WE, Operations, FCU, IT &amp; Marketing teams</li><li>VOC From Partners across formats of operations</li><li>Complaints resolution: Effective complaint channelizing and resolution on escalations, ensure all complaints are addressed as per agreed SLA/TAT</li><li>Compliance: Ensure sales compliance guidelines @ PSA level are adhered to</li></ol>Technical Skills / Experience / CertificationsNACompetencies critical to the roleSales Management, Team Handling, Relationship Management, Analytical skillsQualification Graduate/PG (Preferrably) from any recognized and reputed InstitutePreferred IndustryBFSI/Telecom/Any retail sales FMCG, CD etc.<h4>Experience Level</h4>Mid Level

Area Sales Manager

Deputy Manager - Agency Management (Recoveries)About UsSBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role Purpose Responsible for the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR.Role Accountability <ol><li>Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers</li><li>Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR</li><li>Ensure various critical segments as defined by business are reviewed and performance is driven on them </li><li>Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value</li><li>Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers</li><li>Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines </li><li>Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies</li><li>Ensure 100% data security using secured data transfer modes and data purging as per policy</li><li>Ensure all customer complaints received are closed within time frame</li><li>Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating</li><li>Ensure agencies raise invoices timely</li><li>Monitor NFTE ACR CAPE as per the collection strategy</li></ol>Measures of Success <ol><li>Portfolio Coverage</li><li>Resolution Rate</li><li>Normalization/Roll back Rate</li><li>Settlement waiver rate</li><li>Absolute Recovery</li><li>Rupee collected</li><li>NFTE CAPE</li><li>DRA certification of NFTEs</li><li>Absolute Customer Complaints</li><li>Absolute audit observations</li><li>Process adherence as per MOU</li></ol>Technical Skills / Experience / CertificationsCredit Card knowledge along with good understanding of Collection ProcessesCompetencies critical to the role<ol><li>Analytical Ability</li><li>Stakeholder Management</li><li>Problem Solving</li><li>Result Orientation</li><li>Process Orientation</li></ol>Qualification Post-Graduate / Graduate in any disciplinePreferred IndustryFSI<h4>Experience Level</h4>Mid Level

Agency Manager

Manager - C SAT, TLAbout the companySBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role PurposeTo 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<ol><li>Ensure all CSAT metrics are met as per agreed targets for the business</li><li>Work closely with other functions across organization on quality and improvement of CSAT</li><li>Ensure reason for DSAT increase under any channel to be highlighted to respective function and kept regular coaching and feedback to the team.</li><li>Work with leaders within the organization to influence the focus on customer experience and coaching strategies. </li><li>Ensure productivity parameter is maintained for the team on a daily basis.</li><li>Conduct effective resource planning to maximize the productivity of resources </li><li>Customer Centricity</li><li>Eliminating DSAT reasons by working closely with team and basis customer's DSAT reasons shared</li><li>Create change agents who have the foundational knowledge for building a customer-centric enterprise </li><li>Drive service recovery </li><li>People &amp; Compliance</li><li>Manage the team assigned as a line manager in all aspects including training, accolades, promotion, or remedial action plans.</li><li>Lead team meetings and sessions with team members</li><li>Manage 2 way communication process between team members and the management &amp; HRM</li><li>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.</li><li>Engage and retain top quartile talent</li></ol>Measures of Success <ol><li>Maintaining CSAT metrics as per Defined targets</li><li>Reduction in DSAT % under all channels basis given targets</li><li>Ensure closure of all assigned allocation by team as per agreed timelines</li><li>Maintaining team accuracy as per defined target</li><li>Timely publication of daily, weekly  and monthly reports.</li><li>Effective coaching of team resulting in constant improvement in team and process performance.</li></ol>Technical Skills / Experience / Certifications<ol><li>Excellent communication, interpersonal skills with evidence of team work and collaboration</li><li>Computer skills (MS Office) especially MS-Excel and MS-PowerPoint.</li><li>Ability to work under pressure, strict deadlines and efficient in multi-tasking</li><li>Data management and analytical skills.</li><li>COPC certified</li><li>Ability to work with multiple levels of management internally and with customers (or clients).</li></ol>Competencies critical to the role      Proficient in Stakeholder Management.Qualification <ol><li>Graduation from recognized University</li><li>Prior customer service &amp; CSAT process experience is mandatory</li><li>Prior experience in handling teams would be an advantage.</li><li>Should be flexible to work in rotational shifts and rotational scheduled offs.</li></ol>Preferred IndustryFSI<h4>Experience Level</h4>Mid Level

Customer Care Manager

Assistant Manager - Enterprise Service DeliveryAbout the companySBI 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 &amp; 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<ol><li>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</li><li>Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees</li><li>Dynamic, Inclusive and Diverse team culture </li><li>Gender Neutral Policy</li><li>Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits</li><li>Commitment to the overall development of an employee through comprehensive learning &amp; development framework</li></ol>Role PurposeTo manage IT operations support &amp; to ensures efficient service delivery, supports infrastructure operations, facilitates problem resolution, and enhances customer satisfaction and experience.Role Accountability IT operations manager:<ol><li>This is a critical position and takes care of Service Delivery Management &amp; Service Operations Processes.</li><li>Handling Critical Incident, Problem, change and even management operations on a day-to-day basis. This is most critical Action to ensure that the availability of the Mission critical application is maintained as per Agreed SLAs and ensure no/minimal disruptions to business</li><li>Manage a team of outsourced partners to ensure that the L1/L2 tasks for the managed applications are running smoothly and SLAs for the service delivery operations are maintained. Ensure enhancements and bug fixes are done for the existing applications and work on setting up new applications via completed app/partner onboarding life cycle.</li><li>Ensure 24*7*365 monitoring HUB is running and any proactive incidents/alerts are handled timely as per agreements.</li><li>Oversee and coordinate the delivery of IT services across various departments to ensure alignment with business needs and objectives.</li><li>Monitor service levels to ensure compliance with established service level agreements (SLAs).</li><li>Manage the incident lifecycle, ensuring timely identification, classification, and resolution of incidents to minimize impact on business operations.</li><li>Act as a point of contact for customers during incidents, providing updates and communication regarding status and resolution efforts.</li><li>Identify recurring issues and conduct root cause analysis to develop solutions that prevent future incidents.</li><li>Support the change management process by assessing impacts, risks, and ensuring proper documentation for system and service changes.</li><li>Process and fulfill service requests from users, ensuring timely delivery of IT services and products, such as software installations or access changes.</li><li>Maintain clear communication with customers regarding the status of their service requests.</li><li>Monitor and report on service performance against agreed-upon SLAs, identifying areas for improvement.</li><li>Collaborate with teams to develop and implement strategies to enhance service delivery and meet SLA targets.</li><li>Provide exceptional customer service by responding to inquiries, offering guidance, and addressing concerns regarding IT services and support.</li><li>Communicate effectively with stakeholders, providing updates on service delivery issues, performance metrics, and ongoing improvements.</li><li>Prepare regular reports on incidents, service requests, and service performance for management review.</li><li>Identify opportunities for process enhancements to improve service delivery efficiency and effectiveness.</li><li>Implement best practices in service management and encourage a culture of continuous improvement within the team</li><li>Provide training and support to team members and other staff on service management processes and tools.</li><li>Stay informed about industry trends, best practices, and emerging technologies to enhance personal and team capability.</li><li>Work closely with IT operations and application teams to ensure seamless integration of services and resolve technical issues.</li><li>Foster collaboration among cross-functional teams to drive successful outcomes in service delivery.</li><li>Utilize service management tools and technologies for incident tracking, service request fulfillment, and performance monitoring.</li><li>Participate in the evaluation and implementation of new tools that enhance service management capabilities.</li></ol>Measures of Success <ol><li>Run the IT operations with Proactive and AI ops driven approach.</li><li>Ensure Smooth functioning of day to day BAU activities.</li></ol>Technical Skills / Experience / CertificationsITIL v3, Service management admin experienceCompetencies critical to the role<ol><li>Technical Proficiency: Strong understanding of IT service management frameworks (e.g., ITIL) and relevant technologies.</li><li>Problem-Solving Skills: Ability to analyze issues, identify root causes, and implement effective solutions.</li><li>Communication Skills: Excellent verbal and written communication for interacting with stakeholders and providing updates.</li><li>Commitment to delivering high-quality service and enhancing customer satisfaction.</li><li>Collaboration: Ability to work effectively within teams and foster relationships across departments for seamless service delivery.</li></ol>Qualification Beach or equivalent from reputed institutionPreferred IndustryBFSI/NBFC<h4>Experience Level</h4>Mid Level

Assistant Manager Operations

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