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 Perks 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 managing the day-to-day planning operation and problem-solving of team of tenured Omni-channel SMEs in order to meet with the required service level standards across email voice chat channels for premium customers as well as manage email channels across customer segments Role Accountability Ensure effective controls on EWS penetration and resolution of escalations on a timely basis through coordination with various internal stakeholders Marketing Legal Communications HR etc Validate Level of Approval LOA for level 2 3 in Contact Centre to resolve customer queries within TAT and control financial loss and drive First Contact Resolution and On Call Resolution targets Track and maintain inventory closure status by level and coordinate with stakeholders to resolve stuck cases Conduct spot audits related to CRM Tool modification cases retention cases rude call wrong information cases high value dispute cases etc Drive customer retention by coordinating with stakeholders designated authorities to seek exceptions deviations wherever required Maintain repository of CSA errors avoidable escalation exceptional approvals to build control mechanism and engage with functions on reduction of wrong referral incorrect tagging cases Drive adoption of knowledge bot DRISHTI usage by customer service agents Drive culture of challenge existing process contributing to unwarranted contacts escalations and liaison with Support functions Sales Credit Marketing Product Collections etc to identify and fix process gaps Ensure process documentation and compliance adherence Measures of Success Achievement of defined SLAs TAT Average Handling Time Call response rate Call quality Adherence to floor hygiene metrics by self and team CSAT Score Timely publication of daily weekly and monthly reports Process Improvement through RPA Agent Productivity Adherence to Quality Assurance score threshold Process Adherence as per MOU Technical Skills Experience Certifications Understanding of card lifecycle management processes Understanding of upstream downstream process understanding impacting customers Competencies critical to the role Stakeholder Management Problem-solving ability Analytical Ability Qualification Graduate in any discipline Preferred Industry FSI