Executive - Marketing Operations
SBI Cards & Payment Services · Gurugram · onsite · Posted 30d ago
Undisclosed3–4 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
About the company
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 processing customer offer cashback, reward points, surcharge waiver and voucher issuance on account of proven service deficiency cases and supporting Marketing for fulfillments communication processing.
Role Accountability
- Resolve requests/complaints/escalations as per defined SOP.
- Ensure daily productivity metrics achievement with customer centric approach.
- Ensure accuracy maintained as per defined metrics.
- Analyze and reduce repeat complaints with the objective of achieving zero avoidable customer escalations and repeats.
- Responsible for providing best possible solution to end pending customer Issues and ensure wing to wing closure.
- Ensure completion of cases within define timelines and within quality standards.
- Be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions.
- Highlight issues and process improvement to reduce complaints and escalations to enhance customer experience
- Responsible for escalation handling and Identifying root causes for escalations.
- Track all MIS getting published by WFM ( TAT Burst, Not Submitted , Inventory etc. )
- Act as a checker and backup for critical financial processes within the team
- 12. Undertake special assignment as may be given by the reporting manager from time to time
- Perform process documentation and compliance adherence
Measures of Success
- Achievement of KPIs and SLAs ( Time to service /Accuracy and productivity) as per the plan
- Reduction in repeat complaints/emails
- Accurate Resolution of Customer Complaints Escalations with no Avoidable Errors
- Process Adherence as per MOU
Technical Skills / Experience / Certifications
- Understanding of card industry and mainframe system.
- Knowledge of Marketing Campaigns, Rewards and offers
Competencies critical to the role
- Verbal and written communication
- Analytical skills
- Process Orientation
Qualification
Graduate in any discipline
Preferred Industry
Any industry
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ExperienceEscalation HandlingCustomer Centricanalytical thinkingmainframefinancial processesDentalCustomer Complaintsmedical insuranceopdoperationscomplianceMarketing CampaignsmarketingMarketing Operations
About SBI Cards & Payment Services
SBI Cards & Payment Services
Financial Services
3.8k+
employees
1998
28 years old
Gurgaon/Gurugram, Haryana
India
₹4.6L PA avg
Avg at SBI Cards & Payment Services
About
Plastic money for utilities and payments
Industries
Financial Services
Employee ratings
10 reviews
3.7/ 5
Culture
2.5
Career growth
1.7
Work-life
2.5
Employees rate it well for
Overall Company37Skill Development36
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