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 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. 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 Industry

FSI