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 supporting operations related deliverables for insurance and cross-sell vertical.
Role Accountability
Ensure all daily/periodic activities defined towards new business and renewal business processing are completed within prescribed timelines, SLA, and accuracy
Ensure all daily/periodic activities towards resolution of customer service requests and complaints are completed within prescribed timelines, SLA and accuracy
Ensure all daily/periodic activities towards data reporting/MIS/Dashboards are completed within prescribed timelines, SLA, and accuracy
Ensure all daily/periodic activities towards claim management for processes assigned are completed within prescribed timelines, SLA and accuracy
Ensure all daily/periodic activities towards processes assigned for reconciliation of payments and commission are completed within prescribed timelines, SLA, and accuracy
Ensure to meet all Regulatory compliance & guidelines with respect to operational processes- IRDA, RBI, TRAI etc. norms.
Maintain key metrics related to lead management, policy issuance, servicing, Claim management, renewal management etc.
Ensure identification of process gaps, timely action and elimination of errors to ensure customer satisfaction
Maintain reports / MIS / dashboards for the activities to monitor performance and progress
Validate and Publish CCRP report as per set frequency for assigned processes
Ensure all daily/periodic activities towards priority service channels such as VIP/Regulator/Chairman/Social Media for processes assigned are completed within prescribed timelines, SLA and accuracy
Co-ordinate with cross functions/stakeholders for necessary resolution & timely follow-ups for closure of requests/complaints
Coordinate with partners and stakeholders to provide desired resolution and adherence to timelines
Maintain and publish internal and partner-level open cases inventory through MS-Excel based MIS/dashboards
Ensure all daily/periodic activities towards call quality reports/dashboard for processes assigned are completed within prescribed timelines, SLA, and accuracy.- and prepare daily sales trackers on MS-Excel by mapping multiple files and MIS
Conduct front-end testing of any new system changes related to CRM and share reports
Maintain records for data/reports as per internal audit, IRDAI and compliance requirements
Perform process documentation and compliance adherence
Measures of Success
Adherence to all TAT/SLAs for processes being assigned
Accuracy % of all the data being published/reported
Timely and accurate maintenance of MIS / Business Dashboards / Data and reports
No adverse observations in internal / external and regulatory audits
Adherence to insurance manual and process SOP
Process Adherence as per MOU
Technical Skills / Experience / Certifications
Good working knowledge of MS-office (primarily MS-Excel)
Knowledge of SQL/MS Access/Databases will be added advantage
Competencies critical to the role
Stakeholder Management
Teamwork and collaboration
Analytical ability
Verbal and written communication
Qualification
Graduate/post graduate in any discipline
Preferred Industry
BFSI
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