Assistant Vice President - CCRP Validation

SBI Card; Gurgaon; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Wellness program

Rewards & recognition

Inclusive culture

Gender-neutral policy

Health benefits

Learning & development

Job summary

SBI Card is seeking a role to manage governance of complaint management across the organization. You will develop and implement quality management framework and SOPs for complaints.

Responsibilities include revalidation of complaints, MIS reporting, calibration with other functions, and driving process improvements to enhance customer experience.

Qualifications

• Understanding of credit card industry landscape.
• Understanding of customer service processes.
• Knowledge of regulatory framework.

Responsibilities

• Develop comprehensive Quality management framework for the team to drive accurate validations of complaints at the organization level.
• Design "to be" SOP for complaints and ensure accurate/complete reporting of complaints for the business.
• Ensure revalidation of complaints received across organization (Internal and External Complaints) as per the designed SOP for complaints.
• Ensure calibration of complaints identified during revalidation with other functions.
• Feedback sharing with the responsible functions for accurate validation.
• Ensure MIS & Reporting of Revalidation.
• Ensure creation of new complaint categories as per changing business requirement and review of existing complaint categories.
• Ensure Complaint Registration Process is in accordance to the complaint management SOP.
• Ensure accurate and timely Complaint resolution and monitoring of resolution.
• Work with various functions for improvement of resolution accuracy.
• Drive process changes for enhanced customer experience through complaint resolution.
• Focus on reduction of Gross complaint volumes for the business.
• Drive closure of ATR received from Board Appointed committee regarding complaints.
• Ensure process documentation and compliance adherence.

Skills

Credit card industry landscape

Customer service processes

Regulatory framework

Education

MBA in any discipline

Job description

Job Description:

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

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 managing employees for Governance of complaint management across organization.

Role Accountability

1. Develop comprehensive Quality management framework for the team to drive accurate validations of complaints at the organization level
2. Design "to be" SOP for complaints and ensure accurate/complete reporting of complaints for the business
3. Ensure revalidation of complaints received across organization (Internal and External Complaints) as per the designed SOP for complaints
4. Ensure calibration of complaints identified during revalidation with other functions
5. Feedback sharing with the responsible functions for accurate validation
6. Ensure MIS & Reporting of Revalidation
7. Ensure creation of new complaint categories as per changing business requirement and review of existing complaint categories
8. Ensure Complaint Registration Process is in accordance to the complaint management SOP
9. Ensure accurate and timely Complaint resolution and monitoring of resolution
10. Work with various functions for improvement of resolution accuracy
11. Drive process changes for enhanced customer experience through complaint resolution
12. Focus on reduction of Gross complaint volumes for the business
13. Drive closure of ATR received from Board Appointed committee regarding complaints
14. Ensure process documentation and compliance adherence

Measures of Success

1. Complaint resolution Rate
2. Reduction in no. of complaints
3. No adverse observations in internal/external audits
4. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Understanding of credit card industry landscape
2. Understanding of customer service processes
3. Knowledge of regulatory framework

Competencies critical to the role

1. Detail Orientation
2. Analytical Ability
3. Process Orientation
4. Market Awareness

Qualification

MBA in any discipline

Preferred Industry

FSI

Requirements: