Senior Manager - Customer Escalation and Experience Management

Senior Manager - Escalation Desk, Escalation 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 managing External Escalations: Top Management Escalations, Escalations from SBI, its associates & other subsidiaries, RTI escalations Driving Customer Experience within organization across functions with detailed root cause analysis and to improvise process, policy and system design Role Accountability Oversee Wing-to-Wing Resolution of external escalations received by allocating cases according to skillset of team members and monitoring resolutions within timelines and quality standards Identify chronic issue in system and drive it closure via RCA tool and initiate projects aiming at enhanced service delivery and avoidance of repeat escalation; Review case sheets prepared by team and present the same to top management Review reports / MIS/ dashboards and process KPIs for the activities to monitor performance and progress Lead Customer Experience Management/Escalation to Excellence Program by driving RCAs, investigation with the help of FCU/Chargeback/Risk, presenting the matters to legal, Settlement committee/FLAC /Customer compensation committee as required, drive critical customer issues through CEC Organize ERCs across customer service verticals with CS senior leadership periodically to analyze complaint and reduce errors/Gaps, identify ways to simplify CRM, updation of processes/product details on Knowledge Bot (Drishti) Drive Retention to reduce customer attrition Participate in and conduct audits for processes and sub-processes and identify gap and improvement areas Identify training needs for customer services and partner with training team for refresher/FKAT- (training Quiz about Product/process), reiteration of communication around product and process Liaise with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process Ensure process documentation and compliance adherence Measures of Success Response TAT, Resolution TAT, TAT for Referrals Escalation TAT FTE Productivity Service Quality Score Avoidable escalation/Repeats/Defects Team adherence to SOPs Voice of Customers Timely and accurate project delivery Govt Portal Resolution and closure on portal TAT Process Adherence as per MOU Technical Skills / Experience / Certifications Knowledge of Credit cards / CRMs/ Operational processes Experience in complaints handling, process improvement in customer services Competencies critical to the role Organizing and Planning Problem Solving Stakeholder Management Customer Orientation Qualification Graduate/Post Graduate in any discipline Preferred Industry FSI Experience Level Senior Level