Senior Manager - Central Verification

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

1. Responsible for leading a central team of FTEs/NFTEs managing  Pan India Central Verification and address change process, handling volumes of field grids and Tele grids.
2. The role is also responsible for ensuring processes are running at/above SLA accuracies and TAT and simultaneously driving initiatives for process improvements, automation and digitization to enhance customer experience through minimization of errors and reduction of TAT

Role Accountability 

1. Monitor system changes made for verifications, conduct UAT before launch of new products or any changes in system rules, lead production roll outs and implementations 
2. Drive better controls through SVCL, Code of conducts, info-security guidelines, surprise field audits and exploring technological advancements for ensuring data privacy and performance enhancement
3. Conduct verification trainings and formulate revised training modules for vendor partner resources
4. Manage pan India Address Change Process and ensure timely closure of customer requests and complaints across business and consistent delivery within business defined SLA
5. Drive roll out & implementation of all compliance & process related guidelines to all PAN India vendors & locations , along with monitoring & implementation of new process changes to 3000+ verifiers spread across the country
6. Review process health by picking up representative samples and implementing process fixes/learnings
7. Review verification declines for correctness and curing wherever applicable
8. Review MIS, daily/ monthly key metrics reporting (to Internal as well as external stakeholders), internal analytics; oversee process data management
9. Identify opportunities in current policies and suggesting changes which would help the business in increasing the quantity and quality of fresh sourcing
10. Monitor monthly performance dashboards & also use internal metrics to identify & highlight areas where management intervention is required for improvement of the process; drive automation of process identified for process simplification 
11. Drive SOP adherence across all sub-processes, policy controls & feedback implementation at vendor site; create & update BPMS, SOW & SOP on regular basis
12. Ensure process documentation and compliance adherence

Measures of Success 

1. Operational SLAs (daily verification upload targets, back check accuracies, SVCL Coverage etc.)
2. TAT Adherence for uploads P(90) 
3. Customer complaint resolution rate
4. No adverse observations in internal/external audits
5. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Credit Card knowledge along with good understanding of Credit Processes. 
2. Knowledge of credit documentation, basic financial ability

Competencies critical to the role

1. Stakeholder Management
2. Process Orientation
3. Detail Orientation
4. Customer Orientation
5. Problem Solving

Qualification 

Post graduate preferred

Preferred Industry

FSI