Manager

About Us

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

Manage channel partners handling tele calling responsibilities for the assigned recovery portfolio.

Role Accountability

1. Execute recovery strategy for the site, track performance and give inputs to Portfolio Manager
2. Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning
3. Formulate strategies for low performing segments/markets and implement the same with vendor sites. Guide vendors to design a competitive incentive plan to ensure performance improvement
4. Review Portfolio both Qualitatively Quantitatively at account/NRR/Region / Channel level in order to identify gaps/issues
5. Strategise and segment portfolio churning on dialer prioritizing at various cuts in terms of Vintages / Occupation segment / Geography /any new product-variants to improve efficiencies and performances
6. Conduct call sampling across portfolio segments in line with the call listening framework and share observations on call and portfolio quality with concerned stakeholders
7. Manage the uptime for all SBI Card collection systems at the vendor site to ensure uninterrupted production and coordinate with Internal stake holders to ensure business continuity in the event of downtime of vendor CRM / Dialer systems /Telecom resources
8. Identify portfolio segments for initiation of legal approaches such as- Mediation, Conciliation, Lok Adalat and arbitration in order to extract on identified accounts and attend all camps as required
9. Identify right sets of accounts for TC-retention, adopting a segmented approach basis past delivery-trends
10. Analyze action codes on daily basis and propose action plan to improve performance and right identification of field referral
11. Ensure necessary training /certifications for tele calling staff in line with compliance requirements
12. Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all recovery operations at channel partner sites
13. Track performance of all agents on key performance metrics daily to identify any adverse trends either or performance or call-quality or in disciplined behavior e. g. frequent late-logins, uninformed/unplanned leaves, low TOS, non-adherence to compliance guidelines, etc. and take suitable remediation measures
14. Manage agency payouts in line with the business SLA model and ensure billing within defined timelines; Keep track of accuracy in different components of agency payouts - Actual Headcount deployed; PRI Lines, Contest, Team Engagement, etc.

Measures of Success

1. Rate of Recovery (ROR)
2. Money Recovered
3. NFTE productivity
4. PLI penetration
5. Waiver Targets
6. Tele Retention rate
7. NFTE training coverage
8. Customer complaints volume
9. Vendor SLA adherence
10. No adverse observations in internal/external audits
11. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Credit Card knowledge along with good understanding of Collection Processes
2. Knowledge of dialer strategies
3. Experience of managing large distributed vendor teams

Competencies critical to the role

1. Stakeholder Management
2. Result Orientation
3. Process Orientation
4. Problem Solving Skills

Qualification

Post-Graduate / Graduate in any discipline

Preferred Industry

Credit Card

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.