Manager - Vendor Management, Collection Telecalling

SBI Card; Secunderabad; On-site; INR 700,000 - 900,000; Full time

Benefits offered by this job

Work-life balance

Rewards program

Diverse team culture

Gender neutral policy

Health benefits

Learning & development

Job summary

SBI Card, a leading credit card issuer in India, is seeking a skilled professional to manage channel partners for collections. The role focuses on strategy execution, performance tracking, and capacity planning across multiple regions and channels.

Responsibilities include portfolio analysis, call sampling, and ensuring system uptime at vendor sites. The ideal candidate has experience with large vendor teams and regulatory compliance in collections.

Qualifications

• Knowledge of credit card operations and collection processes.
• Understanding of dialer strategies and metrics.
• Experience managing large distributed vendor teams.

Responsibilities

• 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 to identify gaps/issues.
• Strategise and segment portfolio churn on dialer prioritizing various cuts (Payment due date, Occupation, billing cycle, Geography, CM & NM).
• Conduct call sampling across portfolio segments and share observations on call and portfolio quality with stakeholders.
• Manage uptime for all SBI Card collection systems at vendor sites to ensure uninterrupted production and coordinate with stakeholders for business continuity.
• Identify portfolio segments for initiation of legal approaches (Mediation, Conciliation, Lok Adalat, arbitration) for identified accounts and attend camps.
• Ensure field-referral rates align with targets by identifying right accounts for TC-retention and field referral.

Skills

Credit card knowledge

Dialer strategies

Vendor team management

Education

Post-Graduate/Graduate in any discipline

Job description

JOB DESCRIPTION

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.

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
• 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

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

• Resolution Rate
• Normalisation Rate
• Roll back rate
• KP targets
• PLI penetration
• Money collected
• NFTE productivity
• Tele Retention rate
• NFTE training coverage
• Customer complaints volume
• Vendor SLA adherence
• No adverse observations in internal/external audits
• Process adherence as per MOU

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