Manager - Vendor Management, Collection Telecalling

SBI Cards and Payment Services Private Ltd.; India; On-site; INR 800,000 - 1,400,000; Full time

Benefits offered by this job

Wellness program

Rewards program

Inclusive culture

Health benefits

Learning & development

Job summary

SBI Cards and Payment Services Private Ltd. in Gurugram, India, seeks a Collections Specialist to manage tele calling for the assigned Collections portfolio and drive performance with channel partners.

You will coordinate with vendors, monitor systems uptime, and implement strategies to optimize collections outcomes. The role requires knowledge of credit card collections, dialer strategies, and experience in managing large distributed vendor teams.

Qualifications

• Knowledge of credit card collections processes.
• Familiarity with dialer strategies and call-centre operations.
• Experience managing large distributed vendor teams.

Responsibilities

• Execute collection strategy for the site and monitor performance.
• Review channel partner performance through structured reviews.
• Manage uptime of SBI Card collection systems at vendor sites.
• Identify accounts for legal actions like mediation or Lok Adalat.
• Ensure field-referral rates align with business targets.
• Train tele calling staff per compliance requirements.
• Conduct spot audits on data security at partner sites.
• Track agent performance and address non-compliance or underperformance.

Skills

Credit card knowledge

Dialer strategies

Vendor management

Education

Post-Graduate/Graduate in any discipline

Job description

Gurugram, India

Job Description

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, color, 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

• 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
• Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
• Dynamic, Inclusive and Diverse team culture
• 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

Manage channel partners handling tele calling responsibilities for the assigned Collections portfolio.

Role Accountability

• Execute collection strategy for the site, track performance and give inputs to PM
• Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning
• Review Portfolio both Qualitatively & Quantitatively at account/NRR/Region / Channel level in order to identify gaps/issues
• Strategise and segment portfolio churning on dialer prioritizing at various cuts in terms of Payment due date / Occupation segment / billing cycle / Geography / CM & NM / any new product-variants to improve efficiencies and performances
• Conduct call sampling across portfolio segments in line with the call listening framework and share observations on call and portfolio quality with concerned stakeholders
• Manage the uptime for all SBI Card collection systems at the vendor site to ensure uninterrupted production and coordinate with Internal stake holders to ensure business continuity in the event of downtime of vendor CRM / Dialer systems /Telecom resources
• Identify portfolio segments for initiation of legal approaches such as- Mediation, Conciliation, Lok Adalat and arbitration in order to extract on identified accounts and attend all camps as required
• Ensure Field-referral rates are in line with business-targets by identifying right sets of accounts for TC-retention as well as Field referral, adopting a segmented approach basis past delivery-trends
• Analyze action codes on daily basis and propose action plan to improve performance and right identification of field referral
• Ensure necessary training /certifications for tele calling staff in line with compliance requirements
• Conduct spot audits to ensure adherence to regulatory and internal guidelines on data security in all collection operations at channel partner sites
• Track performance of all agents on key performance metrics daily to identify any adverse trends either or performance or call-quality or in disciplined behavior e.g. frequent late-logins, uninformed/unplanned leaves, low TOS, non-adherence to compliance guidelines, etc. and take suitable remediation measures
• Manage agency payouts in line with the business SLA model and ensure billing within defined timelines; Keep track of accuracy in different components of agency payouts--Actual Headcount deployed; PRI Lines, Contest, Team Engagement, etc.

Measures of Success

• Roll back rate
• KP targets
• Money collected
• NFTE productivity

  Technical Skills / Experience / Certifications

  • Credit Card knowledge along with good understanding of Collection Processes
  • Knowledge of dialer strategies
  • Experience of managing large distributed vendor teams

  Competencies critical to the role

  • Stakeholder Management
  • Result Orientation
  • Process Orientation
  • Problem Solving Skills

  Qualification

  Post-Graduate/Graduate in any discipline

  Preferred Industry

  Credit Card

  Job Info

  • Job Identification 21491
  • Posting Date 08/18/2026, 05:15 AM
  • Apply Before 09/25/2026, 06:30 PM
  • Locations DLF Cyber City, Tower C, Block 2, Building 3, Gurugram, Haryana, 122002, IN