Assistant Manager - Internal Ombuds

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

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

Assistant Manager in Internal Ombudsman Unit for redressal of complaints-Internal/external.

Role Accountability

1. Complaints review and final closure for all CCRP complaints which are partly or wholly rejected by SBIC
2. Submit case analysis for favorable closure of complaints
3. Cases Action as per the latest guidelines of IO Scheme /RBI Master circulars and guidelines
4. Ensure execution and resolution of all cases/escalations within the Process TAT.
5. Maintain MIS for reporting for complaint redressal by IO team
6. Should be versed with company Policies and Process to apprise the IO team for any update and revalidation

Measures of Success

1. Timely Execution and adequate redressal of all complaints
2. Timely MIS Reporting - Internal Stakeholder

Competencies critical to the role

Customer grievance handling and consumer experience

Qualification

Graduate

Preferred Industry

Banking/Finance Industry- Credit Card or similar product similar experience