Assistant Manager

SBI Card; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Wellness program

Rewards & recognition

Inclusive health benefits

Learning & development

Job summary

SBI Card is seeking a skilled professional to manage collections processes for allocated portfolios across Bengaluru. The role involves leading an extended team of field executives and callers, reviewing performance, and driving DRR and settlement strategies in line with business targets.

You will oversee allocation, tracking, and documentation of field activities, ensuring compliance, data security, and timely resolution of customer issues while leveraging Collect24 for field records and

Qualifications

• Experience in collection processes for portfolios.
• Strong analytical and problem-solving skills.
• Ability to manage stakeholders and field teams.

Responsibilities

• Allocate portfolios to vendors/NFTEs and review performance.
• Formulate incentive plans to increase productivity and DRR.
• Ensure adherence to settlement waivers and guidelines.
• Conduct field visits and document activities in Collect24.
• Raise red flags on portfolio health, frauds and incidents.
• Ensure data security and prompt closure of customer complaints.
• Onboard/offboard/renew vendors with proper due diligence.
• Monitor NFTE ACR CAPE as per collection strategy.

Skills

Credit card knowledge

Analytical ability

Stakeholder management

Education

Post-Graduate / Graduate in any discipline

Tools

Collect24 system

Job description

About Us

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.

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 the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR.

Role Accountability

1. Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers
2. Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR
3. Ensure various critical segments as defined by business are reviewed and performance is driven on them
4. Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value
5. Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers
6. Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines
7. Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies
8. Ensure 100% data security using secured data transfer modes and data purging as per policy
9. Ensure all customer complaints received are closed within time frame
10. Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating
11. Ensure agencies raise invoices timely
12. Monitor NFTE ACR CAPE as per the collection strategy

Measures of Success

1. Portfolio Coverage
2. Resolution Rate
3. Normalization/Roll back Rate
4. Settlement waiver rate
5. Absolute Recovery
6. Rupee collected
7. NFTE CAPE
8. DRA certification of NFTEs
9. Absolute Customer Complaints
10. Absolute audit observations
11. Process adherence as per MOU

Technical Skills / Experience / Certifications

Credit Card knowledge along with good understanding of Collection Processes

Competencies critical to the role

1. Analytical Ability
2. Stakeholder Management
3. Problem Solving
4. Result Orientation
5. Process Orientation

Qualification

Post-Graduate / Graduate in any discipline

Preferred Industry

FSI