Senior Manager - Tele Verification

SBI Payment Services Pvt. Ltd.; Gurugram District; On-site; INR 2,400,000 - 4,200,000; Full time

Benefits offered by this job

Wellness program

Diverse team culture

Inclusive health benefits

Learning & development framework

Job summary

SBI Card is seeking a Senior Manager - Verification (Tele) to lead end-to-end dialer strategies and tele-verification across partner sites in India. You will drive process improvements, automation, and vendor management while ensuring adherence to credit guidelines and regulatory norms.

The role requires strong knowledge of dialer systems, SQL/PLSQL, and a background in credit card products. Collaboration with IT, process owners, and risk/compliance teams is essential.

Qualifications

• Knowledge of credit card products & services.
• Knowledge of dialer strategies & systems.
• Hands on experience of SQL & PL/SQL.
• Graduation in any discipline.

Responsibilities

• Manage end-to-end dialer strategies and tele-verification processes across partner sites.
• Drive automation, process improvements, vendor management, cost efficiency, information security compliance, audits, and change initiatives.
• Ensure compliance and regulatory aspects by RBI and TRAI guidelines around call timings.
• Lead tele-verification processes and monitor verification quality across North & South hubs.

Skills

Dialer strategies

SQL/PLSQL

Credit card products

Education

Graduation in any discipline

Tools

SQL

PL/SQL

Job description

Senior Manager - Verification (Tele)

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 front‑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

• 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

Responsible for end-to-end management of dialer strategies and tele-verification processes across partner sites, ensuring alignment with credit guidelines, agency SLAs, and turnaround times. Drives automation, process improvements, vendor management, cost efficiency, information security compliance, audits, and ongoing change initiatives to elevate customer experience.

Role Accountability

Develop response based models to refine selection criteria, policies and eligibility models for targeted strategies like Days on Dialer, Best time to call and other downstream strategies

Optimize dialer strategies for all vendor sites basis analysis of call volumes and ensure implementation across all sites

Ensure operational rigor through forecasting portfolio performance and pertinent metrics to enable seamless end delivery by optimizing contact‑centre operations through monitoring and reviewing productivity drivers

Develop real time analysis and reporting for monitoring and tracking process performance for operational leaders and front line managers

Research reported issues to find resolution through log analysis, problem replication, knowledge base searches and IT collaboration

Develop loss mitigation strategies by working closely with the PRA/line team aimed at bulk of the delinquent population (Dialer, Text, Blasters) along with identifying secondary segments for additional optimization with specialist workforce

Collaborate with IT and Process owners to discuss the new technologies in market and persuade vendors for POC

Perform real time monitoring of operational metrics, logistics and seat planning, voice bandwidth projections, contractual and performance reporting, analysis & interpretation of reports

Conduct Monthly Reviews with PM's & VM's for respective portfolios

Lead periodic Internal audit to identify gaps in implementation of dialer strategies and take corrective action

Ensure compliance and regulatory aspects being covered by following the RBI and TRAI guidelines around call timings

Facilitate change management for efficiency and productivity related idea/initiative implementation

Tele-verification process at Partner Site Lead tele verifications and ensure applications are decisioned within credit guidelines

Monitor system changes in verifications and drive process improvement across Tele Verification for North & South Hub

Manage vendor relationship for the assinged zones and drive timely closure of customer requests for address changes, and complaints across business and consistent delivery within business defined SLA

Implement dialler calling strategies to ensure maximum contact rates and also ensuring standard call quality parameteres

Conduct training session for the zone with continuos focus on skill development by formulating revised training modules in collaboration with training teams

Review and publish MIS, daily/ monthly key metrics reporting (to Internal as well as external stakeholders), internal analytics; oversee process data management

Monitor monthly performance dashboards & also use internal metrics to identify & highlight areas where management intervention is required for improvement of the process; Lead & execute process improvement projects on Turn around time,accuracy, productivity & standardization

Roll out & implement compliance & process related guidelines to all vendors & locations along with monitoring & implementation of new process changes across locations

Drive better controls through SVCL, Code of conducts, info-security guidelines, tele- audits and explore technological advancements for ensuring data privacy; ensure 100% accurate process audit for the zone

Ensure process documentation and compliance adherence

Measures of Success

Timely & accurately development of dialer strategies

Vendor SLA adherence - TAT & Accuracy

No adverse observations in internal/external audits

FTE/NFTE Productivity

Stakeholder VOC

Timely & accurate MIS/business reporting

Timely & accurate regulatory reporting

Process adherence as per MOU

Cost Management within MOU

Technical Skills / Experience / Certifications

Knowledge of credit card products & services Knowledge of dialer strategies & systems Hands on experience of SQL & PL/SQL preferred

Competencies critical to the role

Analytical ability Planning & Organizing Result Orientation Process Orientation Stakeholder Management Process Orientation Analytical Ability Problem Solving

Qualification

Graduation in any discipline

Preferred

Preferred Industry FSI Experience Level Senior Level