About the company

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 Perks 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 Omni Channels of Customer Services, Undertake projects to deliver higher productivity , Volume reduction and Enhanced Customer experience.

Role Accountability

1. Challenge existing process contributing to unwarranted contacts & escalations and liaison with Support functions (Sales, Credit Marketing , Product, Collections. ) to identify and fix process gaps
2. Build capability to drive business outcomes through Process management, training, knowledge management tools enhancements
3. Manage volumes from multiple channels ( Voice/email/chat) during crisis
4. Analyze Repeat /escalation and eliminate repeated errors made by agent on Escalations and EWS cases by working closely with Quality and training team
5.



Maintain Repository of CSA errors, avoidable escalation/ exceptional approvals to build control mechanism
6. Analyze existing policies and processes to identify and implement automation/ enhancements
7. Engage with support functions and work on reduction of wrong referral / incorrect tagging cases
8. Revalidate errors reported for Contact Centre as part of process audit done by monitoring team to ensure accurate reporting to external forums like CEC, ERC, etc. .
9. Ensure process documentation and compliance adherence

Measures of Success

1. Achievement of defined SLAs (TAT, Average Handling Time, Call response rate, Call quality)
2. Avoidable escalation %
3. CSAT Score
4. Reduction in incorrect tagging/ wrong referral for hub
5. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Understanding of card lifecycle management processes
2. Understanding of upstream/downstream process understanding impacting customers

Competencies critical to the role

1. Stakeholder Management
2. Problem-solving
3. Analytical Ability

Qualification

Graduate in any discipline

Preferred Industry

NA

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Assistant Manager (Gurugram)
🏢 Sbi Card
📍 Gurugram