Senior Manager - NAU Queries & Inhouse Processing

About the company

SBI Card is a leading purea-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

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 Benefits 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 leading a team of NAU queries, Testing and MIS Team Leaders, managing internal and external customer queries, system changes for new product launch and preparing / publishing internal/stakeholder MIS. 

Role Accountability 

1. Manage branch relations for timely and accurate branch validation and accurate forecasting of monthly application volumes to maximize new accounts throughput
2. Provide UAT support for New Product & policy initiatives of the organization which helps in faster rollout of new products & rule changes 
3. Build process controls to ensure accuracy delivery as per the SLA agreed with business
4. Manage Credit limit increase/Add-on requests from customers and ensure that they are processes timely and accurately
5. Manage various audit & compliance checks of the process & ensure 100% delivery on same 
6. Manage various team dynamics & responsible for teams career path ensuring consistency in operations in line with business goals & objectives
7. Ensure process has sufficient contingency /BCP which can support smooth functioning of operations in adverse conditions/environment
8. Identify opportunities which can help in minimizing customer queries & complaints by introducing self-servicing tools for customer & also proactively educating the customer about product
9. Collaborate with internal stakeholders to drive efficiency in account boarding & customer servicing processes, Origination system changes which can lead to elimination / reduction of process re-work/customer complaints & increased FTE productivity
10. Lead the Analytics for the New Accounts sourcing and carding process and sharing the same with internal and external stakeholders with a view to ensuring adequate forecasting/trending with regards to volumes, capacity and accuracy
11. Manage vendor relationships for address tagging, ensuring productivity and quality as per SLA
12. Ensure process documentation and compliance adherence
13. Drive Pre Acq complaint/query resolution process for faster & accurate resolution for customer complaints
14. Drive resolution of all queries pertaining to applications processed 
15. Drive PAN India Requests for CLI & Add on, both adding up to huge customer requests per annum
16. Co-ordinate with internal team to ensure the corrective actions has been taken on all the proven complaints as per ""consequence management process
17. Present periodic & timely updates to CXOs, SMT, Business heads & other stakeholders on key metrices
18. Audit readiness - Internal and external audit readiness on records, S.O.P.'s, deviation/exception, processes- measured in terms of adherence to laid down processes

Measures of Success 

1. Decisioning process accuracy
2. FTE/NFTE productivity
3. Timely and accurate MIS/dashboard reporting
4. No adverse observations from internal/external audits
5. Voice of Customer
6. Branch Validation TAT
7. CCRP Complaints (of total volumes processed)
8. TAT adherence for sub-processes
9. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge of Origination process/tools
2. Understanding of credit policy framework

Competencies critical to the role

1. Analytical Ability 
2. Innovation & Problem Solving
3. Detail Orientation
4. Process Orientation
5. Stakeholder Management

Qualification 

Post Graduate/Graduate in any discipline

Preferred Industry

BFSI