Assistant Manager - Central Verification Process

Assistant 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 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 leading a central team of FTEs/NFTEs managing Central Verification and address change process for assigned zones. 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 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 Partner with location team for better controls through SVCL, Code of conducts, info-security guidelines, surprise field audits and exploring technological advancements for ensuring data privacy in the said zone Conduct verification trainings and formulate revised training modules for vendor partner resources Drive achievement of TTV & TAT for the escalated as per laid down parameters for the respective zone Manage Verification declines review by central verification team for said zone on daily basis & sample audit on Verification approves and ensuring rectification of curable/workable cases Prepare and Publish MIS, daily/ monthly key metrics reporting (to Internal as well as external stakeholders), internal analytics; oversee process data management Conduct Field back check audit on the requisite sampled cases and promote joint visits with Sales & Risk team Ensure process documentation and compliance adherence Measures of Success Operational SLAs (daily verification upload targets, back check accuracies, SVCL Coverage etc.) TAT Adherence for uploads P(90) Customer complaint resolution rate No adverse observations in internal/external audits Process Adherence as per MOU Technical Skills / Experience / Certifications Credit Card knowledge along with good understanding of Credit Processes Competencies critical to the role Stakeholder Management Process Orientation Detail Orientation Customer Orientation Problem Solving Qualification Graduate in any discipline Preferred Industry FSI Experience Level Mid Level