Senior Executive - Marketing Operations

About the company

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.

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 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

1. Resolve requests/complaints/escalations as per defined SOP.
2. Ensure daily productivity metrics achievement with customer centric approach.
3. Ensure accuracy maintained as per defined metrics.
4. Analyze and reduce repeat complaints with the objective of achieving zero avoidable customer escalations and repeats.
5. Responsible for providing best possible solution to end pending customer Issues and ensure wing to wing closure.
6. Ensure completion of cases within define timelines and within quality standards.
7. Be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions.
8. Highlight issues and process improvement to reduce complaints and escalations to enhance customer experience
9. Responsible for escalation handling and Identifying root causes for escalations.
10. Track all MIS getting published by WFM ( TAT Burst, Not Submitted , Inventory etc. )
11. Act as a checker and backup for critical financial processes within the team
12. 12. Undertake special assignment as may be given by the reporting manager from time to time
13. Perform process documentation and compliance adherence

Measures of Success

1. Achievement of KPIs and SLAs ( Time to service /Accuracy and productivity) as per the plan
2. Reduction in repeat complaints/emails
3. Accurate Resolution of Customer Complaints & Escalations with no Avoidable Errors
4. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Understanding of card industry and mainframe system.
2. Knowledge of Marketing Campaigns, Rewards and offers

Competencies critical to the role

1. Verbal and written communication
2. Analytical skills
3. Process Orientation

Qualification

Graduate in any discipline

Preferred Industry

Any industry