Assistant Manager

SBI Card; Mumbai; Presencial; INR 800.000 - 1.400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Wellness program

Rewards & recognition program

Inclusive health benefits

Learning & development framework

Work-life balance

Descripción de la vacante

SBI Card is seeking a seasoned professional to manage all collections processes for allocated portfolios across the region. You will lead an extended field team and contact center staff to meet resolution targets, implement recovery strategies, and ensure adherence to compliance norms.

The role demands strong analytical skills, stakeholder management, and a results-driven mindset with a focus on process discipline. The position is based in Mumbai with a collaborative, high-performance culture.

Formación

• Credit Card knowledge along with good understanding of Collection Processes

Responsabilidades

• Allocate portfolio to vendors/NFTEs and monitor performance with field team
• Formulate tactical short-term incentive plans for NFTEs to increase productivity and DRR
• Review critical segments defined by business and drive performance
• Use hardship tools judiciously and adhere to settlement waivers on rate and value
• Conduct field visits and document interactions in Collect24 system
• Raise red flags for portfolio deterioration and fraud per compliance guidelines
• Ensure adherence to SVCL guidelines and maintain process hygiene at agencies
• Ensure 100% data security and data purging per policy
• Close customer complaints within defined timeframes
• Perform due diligence during onboarding/offboarding/renewal of vendors and complete formalities
• Ensure agencies raise invoices timely
• Monitor NFTE CAPE per collection strategy

Conocimientos

Analytical ability

Stakeholder management

Problem solving

Result orientation

Process orientation

Educación

Post-Graduate / Graduate in any discipline

Descripción del empleo

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

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