Manager - Processing

SBI Card; Gurugram District; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Wellness program

Rewards & recognition

Diverse culture

Gender neutral policy

Health benefits

Learning & development

Job summary

SBI Card, a leading pure-play credit card issuer in India, invites applications for an Operations Lead to manage a large team across the zone and oversee the processing agency. The role emphasizes driving accuracy, productivity, and timely SLAs in a dynamic, regulatory environment.

You will collaborate with vendors, implement training, and ensure security-compliant operations while maintaining end-to-end processing excellence and service levels.

Qualifications

• Credit Card knowledge and understanding of credit processes.
• Knowledge of credit documentation and basic financial ability.

Responsibilities

• Manage application processing volume and drive accuracy, productivity and TAT.
• Raise pro-active alerts when SLAs are not met and conduct training to improve accuracy.
• Develop an operating rhythm with vendors for 24x7 operations.
• Coordinate with vendors for headcount and ensure availability per volume projections.
• Train and provide feedback to new agents; ensure updates are communicated in real time.
• Monitor and improve vendor operations and ensure compliance with information security guidelines.
• Enable production access for outsourced staff and monitor lifecycle of agents.
• Ensure monthly provisioning and timely vendor bill clearance as per contract.
• Maintain process documentation and adherence to compliance standards.

Skills

Credit Card knowledge

Knowledge of credit documentation

Basic financial ability

Education

Post Graduate/Graduate 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 leading a large team of FTEs/ NFTEs spread across the zone, managing the processing agency.

Role Accountability

1. Manage application processing volume and drive achievement of accuracy , productivity & TAT
2. Raise pro-active alerts in case SLAs are not met and taking regular training sessions to improve accuracy levels
3. Develop a operating rhythm with vendors which ensures smooth running of operations 24X7
4. Manage and coordinate with vendor for headcount requirements & ensure availability as per volume projections received from Sales teams
5. Build a robust Training& Feedback mechanism with vendors which ensures new agents are adequately trained & get requisite feedbacks once they begin production, Training & Coaching of prescreens as per credit policies & also ensuring any updations or changes are also passed on to all agents real time basis
6. Monitor, control &improve vendor operations and drive adherence to compliance standards towards Information security guidelines issued by the organization
7. Enable production rights of outsourced staff and monitor them till complete life cycle of an agent
8. Ensure monthly provisioning & timely clearance of vendor bills as per vendor contract
9. Ensure process documentation and compliance adherence

Measures of Success

1. Process TAT as per SLA for P90 Segment
2. Processing Accuracy as per SLA
3. CCRP Complaints (of total volumes processed)
4. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Credit Card knowledge along with good understanding of Credit Processes
2. Knowledge of credit documentation, basic financial ability

Competencies critical to the role

1. Process Orientation
2. Teamwork & Collaboration
3. Analytical Ability
4. Innovation & Problem Solving

Qualification

Post Graduate\Graduate in any discipline

Preferred Industry

FSI