Assistant Vice President - CCRP Validation

SBI Payment Services Pvt. Ltd.; Gurugram District; On-site; INR 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Gender-neutral policy

Inclusive health benefits

Learning & development framework

Job summary

SBI Card is seeking an Assistant Vice President - CCRP Validation to lead governance of complaint management across the organization. You will develop quality frameworks, design SOPs, and ensure timely validation and reporting of complaints while coordinating with various functions to improve resolution accuracy.

The role focuses on reducing gross complaint volumes and ensuring compliance with regulatory standards, with opportunities to drive process changes for better customer experience.

Qualifications

• Understanding of credit card industry landscape.
• Understanding of customer service processes.
• Knowledge of regulatory framework.
• Competencies critical to the role.
• Detail orientation.
• Analytical ability.
• Process orientation.
• Market awareness.

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 knowledge

Customer service processes

Regulatory framework

Detail orientation

Analytical ability

Process orientation

Market awareness

Stakeholder management

Leadership / executive level

Education

MBA in any discipline

Job description

Assistant Vice President - CCRP Validation

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

• 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 employees for Governance of complaint management across organization.

Role Accountability

• 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

Measures of Success

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

Technical Skills / Experience / Certifications

• Understanding of credit card industry landscape
• Understanding of customer service processes
• Knowledge of regulatory framework
• Competencies critical to the role
• Detail Orientation
• Analytical Ability
• Process Orientation
• Market Awareness
• Qualification MBA in any discipline
• Preferred Industry FSI
• Experience Level Executive Level