Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Jobs

Interviews

Home
>
Jobs in Gurgaon
>
SBI Card
>
Assistant Manager - CCRP

Assistant Manager - CCRP

SBI Card

0 years

1 - 6 Lacs

Gurgaon

Posted:3 days ago| Platform: GlassDoor logo

Apply

Skills Required

support recognition development learning management retention escalation transactions planning analysis staffing data analyze efficiency training documentation compliance certifications audit

Work Mode

On-site

Job Type

Part Time

Job Description

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:

wing-to-wing management of the sales complaints resolution process.

wing-to-wing management of the Refuse to Accept Retention Process.

Escalation Management & resolution process for Sales Issues

Ensuring transactions & BFD calls are monitored to ensure accuracy and feedback to agents for errors

Role Accountability

Manage Sales customer complaint resolution, ensuring effective resolution to provide a great customer experience

Conduct capacity planning basis trend analysis of inflow volumes to ensure appropriate staffing of agents across processes managed

Coordinate with CS for getting Sales complaints data for the CCRP Process ensuring that the cases where backcheck call logs are received from sales are accurately validated within TAT

Identify Back Check Call Defect, No Back check Call, Miscommunication Feature SR cases for BFD Process ensuring adequate attempts are made for contact as per process before resolving this as a NC case and final remarks are updated in Cardone before closing

Analyze customer calling processes to identify conversion opportunities from manual dialing to dialer-based processes for enhanced efficiency

Conduct comprehensive Product refresher training for internal card one calling ensuring that the right product information in passed on to the customer

Coordinate with stakeholders on customer concerns on issues Like:

- CPP Cancelation, Card upgradation / Degradation Related Issues & Annual Fee related issues

Ensure process documentation and compliance adherence

Measures of Success

SR TAT Burst

TAT Adherence

Agent Productivity

Process Accuracy %

Process Adherence as per MOU

Technical Skills / Experience / Certifications

Excellent understanding of Credit Card Sales & Operations process / audit and compliance policies

Competencies critical to the role

Stakeholder management

Analytical ability

Detail Orientation

Strategic Orientation

Qualification

Graduate in any discipline

Preferred Industry

FSI

More Jobs at SBI Card

Assistant Manager - Agency Management, Recoveries West

Ahmedabad, Gujarat, India

5 - 8 yrs

Salary: Not disclosed

Deputy Manager - Agency Management (Recoveries)

Ahmedabad, Gujarat, India

5 - 8 yrs

Salary: Not disclosed

Assistant Manager - Closing & Reporting

Gurugram

2 - 6 yrs

INR 3 - 7 Lacs

Assistant Manager - Walk in desk & BO Support

Gurugram

3 - 5 yrs

INR 2 - 5 Lacs

Senior Manager - Enterprise Risk Management

Gurugram

4 - 8 yrs

INR 13 - 18 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

SBI Card

Financial Services

New Delhi

Login to

Please Verify Your Phone or Email

Confirm Action

Search

Profile

Upskill and Grow with AI

Assistant Manager - CCRP