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
- 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
- Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
- Dynamic, Inclusive and Diverse team culture
- Gender Neutral Policy
- Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
- Commitment to the overall development of an employee through comprehensive learning & development framework
Role Purpose
Responsible for management of Quality Controls for Statement, E Mail Validation Management & Process improvement. Statement QC across 24 cycles for various product statements, PIN Production - Green Pin and Physical pin production, AIF E mail Validation.
Role Accountability
- Assist the statementing, PIN generation and distribution processes
- Support implementation of strategies to drive higher penetration of Green PIN and email validation
- Scan the market for industry best practices and conduct trend analysis of internal performance metrics to come up with innovative solutions to enhance process efficiencies
- Ensure deployment of statement plan with marketing and other cross functional stakeholders on monthly basis in a timely manner
- Prepare daily QC check list and ensure 100% coverage basis the defined parameters
- Ensure adherence to SOP and BCP by all vendors and timely submission of BCP completion reports
- Prepare various types of Statement stationary requirements – WCP, Block Statements, Inland letter, Charge off Stationary, MITC etc. on monthly basis
- Conduct exception process for all statement/PIN bounce cases, including curing of cases through tele calling and SMS as appropriate
- Execute complaints resolution process by monitoring daily complaint inflow, providing timely feedback to respective department, conducting RCA and driving closure within TAT
- Check daily reconciliation of statement dispatch volumes between printer and courier agencies
- Ensure timely product setup on sub system for new launches with rigorous testing
- Support internal and external processes and workflows, suggest improvements based on data analysis; review SVCL and audit scores
- Perform process documentation and compliance adherence
Measures of Success
- Adherence to timelines and budget in new technology deployment
- No. of complaints related to statement/PIN received shall be resolved and closed timely
- No. of adverse observations in internal/external audits shall be closed and no repeat
- No. of process enhancement initiatives recommended shall be implemented
- Adherence to operational SLAs (Email Validation %, Digital statement penetration, Green PIN penetration, Statement & PIN dispatch TAT etc.)
- Timely and accurate reporting of MIS/business dashboards
- Process Adherence as per MOU
Technical Skills / Experience / Certifications
Knowledge and experience in Complaint Management
Competencies critical to the role
- Analytical Ability
- Planning & Organizing
- Stakeholder Management
- Process Orientation
Qualification
Post Graduate/Graduate
Preferred Industry
BFSI
