About Us

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, color, 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 the management of recovery portfolio (all vintages) performance through a team of Vendor Managers, Team Leaders & Tele calling Agents.

Role Accountability

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
Review Portfolio both Qualitatively & Quantitatively at account/NRR/Region/Channel level in order to identify gaps/issues/red flags and design solutions to fix root causes and highlight the same to relevant teams
Share initial advisory with Strategy team on quality of overall portfolio or a particular segment thereof
Liason with Strategy and Dialer teams to design appropriate call-service campaigns to cater to the changing needs in the portfolio with a view to ensure overall improvement in the portfolio performances
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
Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning and portfolio balancing amongst various channel partners
Review all vendor productivity metrics to ensure accuracy in vendor payouts
Ensure adherence to BCP guidelines and DR drill schedules across all channel partner sites
Ensure necessary training /certifications for tele calling staff in line with compliance requirements
Stay abreast of any sudden actions (taken by regulator/Govt/any entity) which may have impact on portfolio performance and update concerned stakeholders in a timely manner
Ensure adherence to cost targets in tele recovery operations
Scan the market for industry best practices and analyze internal processes to identify and recommend enhancement opportunities
Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all recovery operations at channel partner sites
Ensure necessary training /certifications for tele calling staff in line with compliance requirements

Measures of Success

Rate of Recovery (ROR)
Money Recovered
FTE/NFTE productivity
PLI Penetration
Waiver Targets
Tele Retention Rate
FTE/NFTE training coverage
Budget adherence in tele calling operations
Customer complaints volume
Cost reduction as per MOU
Vendor SLA Adherence
No adverse observations in internal/external audits
Process adherence as per MOU

Technical Skills / Experience / Certifications

Credit Card knowledge along with good understanding of recovery Processes
Knowledge of dialer strategies
Experience of managing large distributed vendor teams

Competencies critical to the role

Stakeholder Management
Result Orientation
Analytical Ability
Process Orientation
Market Awareness
Problem Solving Skills

Qualification

Post-Graduate/Graduate Degree in any discipline

Preferred Industry

FSI

SBI Card

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