Senior Executive - AMU

About the company

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

Role Accountability

• Resolve requests/complaints/escalations as per defined SOP
• Ensure daily productivity metrics achievement with customer centric approach
• Ensure accuracy maintained as per defined metrics
• Analyze and reduce repeat complaints with the objective of achieving zero avoidable customer escalations and repeats
• Provide best possible solution to end pending customer Issues and ensure wing to wing closure
• Ensure completion of cases within define timelines and within quality standards
• Be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions
• Highlight issues and process improvement to reduce complaints and escalations to enhance customer experience
• Handle escalations and identifying root causes for escalations
• Track all MIS getting published by WFM ( TAT Burst, Not Submitted , Inventory etc. )
• Act as a checker and backup for critical financial processes within the team
• Undertake special assignments as may be given by the reporting manager from time to time
• Perform process documentation and compliance adherence
  

Measures of Success

• Achievement of KPIs and SLAs ( Time to service /Accuracy and productivity) as per the plan
• Reduction in repeat complaints/emails
• Accurate Resolution of Customer Complaints & Escalations with no Avoidable Errors
• Process Adherence as per MOU
  

Technical Skills / Experience / Certifications

• Understanding of card industry and mainframe system
• Vision plus expertise to analyze customer account, billing , payments, delinquencies, charged off, activation , amort of S2S, charges etc.
  

Competencies critical to the role

• Analytical ability
• Problem solving
• Verbal and written communication
  

Qualification

Preferred Industry