Assistant Manager - Agency Management

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.

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

Responsible for the management of all collections processes for allocated portfolio in the assigned CD/Area basis targets set for resolution, normalization, rollback/absolute recovery and ROR.

Conduct timely allocation of portfolio to aligned vendors/NFTEs and conduct ongoing reviews to drive performance on the business targets through an extended team of field executives and callers

Formulate tactical short term incentive plans for NFTEs to increase productivity and drive DRR

Ensure various critical segments as defined by business are reviewed and performance is driven on them

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

Ensure all guidelines mentioned in the SVCL are adhered to and that process hygiene is maintained at aligned agencies

Ensure 100% data security using secured data transfer modes and data purging as per policy

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 agencies raise invoices timely

Monitor NFTE ACR CAPE as per the collection strategy

Portfolio Coverage

Resolution Rate

Normalization/Roll back Rate

Settlement waiver rate

Absolute Recovery

Rupee collected

NFTE CAPE

DRA certification of NFTEs

Absolute Customer Complaints

Absolute audit observations

Process adherence as per MOU

Analytical Ability

Stakeholder Management

Problem Solving

Result Orientation

Process Orientation

FSI