Senior Manager - WFM

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

Benefits offered by this job

Health Insurance

Personal Accident

Group Term Life Insurance

Annual Health Checkup

Dental & OPD

Learning & Development

Wellness program

Work-Life Balance

Job summary

SBI Card, a premier credit card issuer in India, invites you to join the team responsible for CCRP and statutory reporting within Customer Services. You will ensure accurate complaint data handling and timely regulatory submissions, while aligning with cross-functional teams to improve processes.

The role emphasizes root-cause analysis, reporting to regulators, and maintaining quality standards across 25+ staff. A Six Sigma background and familiarity with Oracle/SQL/SAS are valued.

Qualifications

• Graduate in any discipline.
• Knowledge of Six Sigma (Green Belt/Black Belt).
• Experience with CCRP and statutory reporting in customer services (preferred).

Responsibilities

• Maintain repository for complaints across the organization.
• Drive resolution of customer complaints within defined TAT.
• Identify causes of complaints and escalate to relevant departments for fixes.
• Collaborate with departments to ensure resolution percentage stays within thresholds.
• Reduce complaint volumes and keep below target levels.
• Perform root-cause analysis and suggest process improvements.
• Report complaints to stakeholders (finance, risk) and regulators as required.
• Oversee internal and external reporting for complaints and monitor a 25+ member team.
• Ensure compliance with regulatory reporting requirements and documentation.

Skills

Six Sigma Green/Black Belt

Education

Graduate degree

Tools

Oracle

SQL

SAS

Cardone

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.

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 managing CCRP & Statutory Reporting for Customer Services.

Role Accountability

1. Maintain repository for complaints received across organization
2. Drive resolution of customer complaintswithin the defined TAT
3. Identify causes for occurrence of complaints and Highlighting to the respective departments for fixing the same. Requires working efficiently with cross functional teams
4. Work with respective departments & ensure resolution % is within defined threshold at all times
5. Reduce the complaints volumes & ensure the volume is kept below target, as defined by the company
6. Conduct Root Cause Analysis on all complaints check for process gap / failures and suggest process improvements
7. Manage Reporting of Complaints to various stakeholders cross functional (like finance/risk etc.) and external reporting’s for regulators
8. Oversee reporting of complaints for internal and external channels and track performance of 25+ member team (for revalidation of customer complaints)
9. Handle Regulatory & Compliance reporting requirements
10. Ensure process documentation and compliance adherence

Measures of Success

1. Resolution of customer complaints within defined TAT

2. Productivity Enhancement leading to Cost/Headcount save

3. Accuracy %

4. Process adherence as per MOU

Technical Skills / Experience / Certifications

• 1. Knowledge of Six Sigma (Green Belt/Black Belt)
• 2. Knowledge of ORACLE, SQL, SAS & Cardone

Competencies critical to the role

• Detail Orientation
• Stakeholder Management
• Analytical Ability
• Market Awareness

Qualification

Graduate in any discipline

Preferred Industry

Banking/ Financial/ Call Centre/ Ecommerce