Deputy Vice President - Customer Activation and Retention

SBI Payment Services Pvt. Ltd.; Gurugram District; On-site; INR 3,000,000 - 6,000,000; Full time

Benefits offered by this job

Wellness program

Rewards & recognition

Diversity in team

Gender neutral policy

Inclusive health benefits

Learning & development

Job summary

SBI Card is seeking a high-impact Deputy Vice President to lead Activation, Retention, Cross Border spends and CLIP initiatives. You will shape portfolio strategies, drive onboarding and retention programs, and partner with IT to ensure compliant, scalable implementations across channels.

The role requires MBA/PGDBM and deep experience in spend category dynamics, credit card markets, and performance improvement.

Qualifications

• Spends category understanding.
• Experience in payment card/retail sectors beneficial.
• Familiarity with retention, activation and cross-border programs.

Responsibilities

• Plan and execute onboarding and retention strategies to meet SLAs.
• Launch early activation programs to increase first swipe.
• Drive cross-border spend campaigns and credit line increase initiatives.
• Collaborate with IT to implement regulatory changes.
• Ensure process documentation and compliance.

Skills

Spends category understanding

Credit card market dynamics

Retention and activation

Negotiation & influencing

Education

MBA / PGDBM in Marketing or related field

Job description

Deputy Vice President - Activation, Retention, Cross Border spends & CLIP

About Us

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

• robust wellness and wellbeing program to support mental and physical health of our employees
• admirable work deserves to be rewarded
• 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 planning and executing the following components of portfolio management, namely Onboarding, Early Activation, Retention, Authorization, Cross border spends

Role Accountability

Plan & implement onboarding & retention strategy, ensuring that requisite SLAs are met by Customer Service and outbound calling teams Launch early activation programs to increase first swipe on the card (Separate action plan for early activation for Shikhar accounts) Monitor New sourcing inflow to identify potential issues/aberrations and flag them for appropriate remedial action Determine the pool of customers to reach out for win back calling and ensure re-carding in a time bound manner Develop and implement strategies for improving claw back of authorization decline spends Plan and execute cross border spends increase campaigns Plan and implement credit line increase programs across calling and self service channels Lead implementation of authorization rate improvement initiatives, such as RBI switch relates usage guidelines and other such initiatives Work with IT to implement all strategies and regulatory changes within assigned area in the system Ensure process documentation and compliance adherence

Measures of Success

• Voluntary Attrition nos as per plan
• Early activation rates & spend / account as per plan
• Onboarding numbers as per plan
• Cross border Active rate
• Cross Border spends
• Cross Border Auth rate improvement %
• Customer Winback % Spends
• Claw back %
• Number of Credit Line Increase (CHS #) Process adherence as per MOU

Technical Skills / Experience / Certifications

• Spends Category Understanding
• Good knowledge on Consumer and Competition behavior and Credit Card Market Dynamics
• Prior knowledge of alliances and partnerships
• Prior knowledge of retention and activation preferred

Competencies critical to the role

• Planning & Organizing
• Analytical Ability
• Negotiation & Influencing
• Innovation & Problem Solving
• Teamwork & Collaboration

Qualification

MBA /PGDBM in Marketing or any other relevant discipline

Preferred Industry

Payment Card Industry, Telecom, Retail Experience Level Executive Level