Manager - BO & Legal Support

• Advisory and BO Relationship Management

• Legal/ SBI Bank/ Top management Complaints Resolution
• Manage TAT burst and pricing Reports

• Provide detailed root cause analysis and present the complete case details to Honorable office for favorable closure of complaints Managing RBI CMS portal -Allocation and resolution of the cases Wing to Wing closure of complaints with the cardholders and attain letter of satisfaction in bank’s favor Identify department error and get the ratification along with action Check scope of Improvement and initiate Process change with stakeholders in order to mitigate the error percentage Raise heads up to Business for critical complaints Ensure zero advisory and monetary loss / compensation to Business and ensure 100 % quality
• Managing RBI CMS portal -Allocation and resolution of the cases
• Wing to Wing closure of complaints with the cardholders and attain letter of satisfaction in bank’s favor
• Identify department error and get the ratification along with action
• Check scope of Improvement and initiate Process change with stakeholders in order to mitigate the error percentage
• Raise heads up to Business for critical complaints
• Ensure zero advisory and monetary loss / compensation to Business and ensure 100 % quality

• Provide detailed RCA, share synopsis and provide assistance / documents for complaints that are presented to Honorable Court
• Assist the team with factual details of the complaints for Legal Proceedings along with transactional documentation for cyber cell queries
• Resolution of all the complaints/escalations received from SBI Bank and Top Management Channel.
• Ensure above mentioned escalations are closed within TAT with 100% quality with customer close looping.
• Mitigate TAT burst data and Manage Pricing Reports
• Tracking of all TAT burst reports and attend ICU meetings for timely closure of data including CCRP
• Systematic closure and validation of all pricing requests raised by the team members
• Defect identification and scope of improvement for all requests / CCRP complaints
• Training to be initiated to share the recent Business changes and process trainings across all locations

Measures of Success

• 98% Quality

• Advisory Representation
• NIL Award
• No Repeat
• No Appeal
• 100% Productivity
• Positive BO Feedback on response submission
• P97-15 Days

Competencies critical to the role

• Excellent, professional phone and communication skills – interpersonal, verbal, and written with the goal of influencing outcomes.
• Excellent stakeholder management
• Indept process and policy knowledge
• Good presentation skill
• Strong organizat

• Graduate / Post Graduate from a reputed institute with 3-5 years of experience in credit card industry
• Proficient in use of Microsoft Office including Outlook, Excel, and Word