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 managing Omni Channels of Customer Services, Undertake projects to deliver higher productivity , Volume reduction and Enhanced Customer experience. Role Accountability • Challenge existing process contributing to unwarranted contacts & escalations and liaison with Support functions (Sales, Credit Marketing , Product, Collections.) to identify and fix process gaps • Build capability to drive business outcomes through Process management, training, knowledge management tools enhancements • Manage volumes from multiple channels ( Voice/email/chat) during crisis • Analyze Repeat /escalation and eliminate repeated errors made by agent on Escalations and EWS cases by working closely with Quality and training team • Maintain Repository of CSA errors, avoidable escalation/ exceptional approvals to build control mechanism • Analyze existing policies and processes to identify and implement automation/ enhancements • Engage with support functions and work on reduction of wrong referral / incorrect tagging cases • Revalidate errors reported for Contact Centre as part of process audit done by monitoring team to ensure accurate reporting to external forums like CEC, ERC, etc.. • Ensure process documentation and compliance adherence Measures of Success • Achievement of defined SLAs (TAT, Average Handling Time, Call response rate, Call quality) • Avoidable escalation % • CSAT Score • Reduction in incorrect tagging/ wrong referral for hub • Process Adherence as per MOU Technical Skills / Experience / Certifications • Understanding of card lifecycle management processes • Understanding of upstream/downstream process understanding impacting customers Competencies critical to the role • Stakeholder Management • Problem-solving • Analytical Ability Qualification Graduate in any discipline Preferred Industry NA