About this role
About Us
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, color, 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 delivering on business metrics of portfolio resolution, norm, rollback and extraction/absolute recovery and ROR as per business operating plan through a team of Agency managers and Collection Vendors.
Role Accountability
- Devise vendor allocation strategy for the CD/region and ensure appropriate capacity addition basis future business inflows in line with ACR guidelines
- Ensure adequate legal interventions on the portfolio
- Ensure various critical segments as defined by business are reviewed and performance is driven on them
- Conduct regular performance review with Vendors and Area collection managers for all critical metrics to track the portfolio health and performance trends
- Ensure judicious use of hardship tools and adherence to the settlement waivers both on rate and value
- Conduct ongoing field visits on critical accounts and ensure proper documentation in Collect24 system of all field visits and telephone calls to customers
- Raise red flags in a timely manner basis deterioration in portfolio health indicators/frauds and raise timely alarms on critical incidents as per the compliance guidelines
- Reinforce compliance standards with area collection managers and vendors to drive adherence to code of conduct
- Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies
- Ensure all customer complaints received are closed within time frame
- Conduct thorough due diligence while onboarding/offboarding/renewing a vendor and all necessary formalities are completed prior to allocating
- Ensure monthly cost provisions are reported as per timelines
- Identify upcoming markets in accordance with the Sales growth plan and evaluate setting up/expanding operations basis volumes
- In cases pertaining to Banca delinquencies, collaborate with partner bank branches in respective locations to track customers
Measures of Success
- Portfolio Coverage
- Resolution Rate
- Normalization/Roll back Rate
- Settlement waiver rate
- Absolute Recovery
- Settlement waiver rate
- Extraction Rate
- ACM CAPE
- ROR
- Regulatory Customer complaint %
- Vendor SVCL Audit adherence
- Process adherence as per MOU
Technical Skills / Experience / Certifications
Credit Card knowledge along with good understanding of Collection Processes
Competencies critical to the role
- Analytical Ability
- Stakeholder Management
- Problem Solving
- Result Orientation
- Process Orientation
Qualification
Post-Graduate / Graduate in any discipline
Preferred Industry
FSI
Other facts
About SBI Card
SBI Card was launched in 1998 with the State Bank of India, India's largest bank, as the majority stakeholder. In March 2020, SBI Card was listed on BSE and NSE. Today, SBI Card is India’s largest pure-play credit card issuer with over 20 million cards in force, as of December 2024. Its wide array of products and services caters to a diverse range of customer segments across India, right from new-to-credit to super premium.
The SBI Card brand is based on the value proposition of 'Make Life Simple'. The proposition manifests in SBI Card’s continuous efforts to simplify the lives of its customers, employees and other key stakeholders. Customer-centricity, supported by the values of trust and transparency, is core to SBI Card’s ethos.
What you'll do
- Responsible for delivering on business metrics of portfolio resolution and recovery through a team of Agency managers and Collection Vendors. Conduct regular performance reviews and ensure compliance with guidelines and standards.
Ready to join SBI Card?
Take the next step in your career journey