Senior Executive - Credit Card Revalidation and Complaint Resolution

SBI Payment Services Pvt. Ltd.; Gurugram District; On-site; INR 650,000 - 900,000; Full time

Benefits offered by this job

Wellness program

Rewards & recognition

Diverse team culture

Gender Neutral Policy

Inclusive health benefits

Learning & development

Job summary

SBI Card is seeking a Senior Executive for CCRP Validation to join the Centralized Revalidation Team. The role focuses on accurate CCRP revalidations within set turnaround times and proactive collaboration with multiple departments to resolve complaints and improve processes.

The position emphasizes analytical reporting, dashboard maintenance, and adherence to compliance as part of daily duties in a dynamic banking environment.

Qualifications

• Understanding of Credit Card processes.
• Understanding of customer lifecycle.
• Understanding of Card One & V+.

Responsibilities

• Perform Revalidation as part of Centralized Revalidation Team (CVT).
• Ensure daily productivity metrics for CCRP revalidation within TAT.
• Ensure Accuracy as per targets defined.
• Analyze and report on complaints trends & resolutions.
• Create and maintain process dashboards for business reporting purposes.
• Follow up with other departments for input files and stakeholder management.
• Identify ways to improve current processes to enhance customer experience.
• Timely reporting of process metrics to the business and internal stakeholders.
• Ensure close-looping and calibration on identified complaints.
• Identify process improvement opportunities & implement corrective actions with RCA.

Skills

Credit Card processes

Customer lifecycle

Card One & V+

Education

Graduate in any discipline

Job description

Senior Executive - 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

SBI Card truly lives by the work-life balance philosophy.

• 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

• Responsible for performing Revalidation as part of Centralized Revalidation Team (CVT).
• Ensure daily productivity metrics for CCRP revalidation within TAT.
• Ensure Accuracy as per targets defined.
• Analyze and report on Complaints trends & Resolutions.
• Create & maintain process dashboards for business reporting purposes.
• Pro-actively follow-up with other departments for input files and effective stakeholder management.
• Identify ways of improving current processes to enhance customer experience.
• Timely reporting of process metrics to the business and internal stakeholders.
• Ensure close-looping and calibration on identified complaints.
• Identify process improvement opportunities & help business to fix the same through detailed RCA & follow correction & corrective approach.
• Perform process documentation and compliance adherence.

Measures of Success

• Accuracy %
• 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 processes
• Understanding of customer lifecycle
• Understanding of Card One & V+

Competencies

• Competencies critical to the role
• Problem Solving Skills
• Analytical Ability
• Process Orientation
• Market Awareness

Qualification

• Graduate in any discipline

Preferred Industry

• FSI

Experience Level

• Executive Level