Senior Executive - CCRP

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

1. 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
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for reviewing and initiating action on CQM cases & approving IT Maintenance Tickets for WCP and Sales24 ID through service-now.

Role Accountability

1. Review CQM cases received from FRM/Investigation/Sales team for completeness and coordinate in case of missing information
2. Map CQM Cases based on prevailing CQM policy for Corrective Action Criticality
3. Share information with the Sales Team to liaise for investigations on identified cases
4. Track Sales Responses / Rebuttals for their adequacy
5. Coordinate with Location Monitoring officers for Sample Checks in the Sale Rebuttals received
6. Ensure Data Reconciliation and tracking of all responses
7. Share data with the Training Team for Feedback & Coaching Actions and track the completion of these actions from the Training COE Team
8. Share information with PSAs on completion of actions related to NFTE Warning Letter issuance & Replacement and track completion of actions from all PSAs
9. Collate necessary evidence of action completion, update trackers ensuring storage of all CQM rebuttals received from the sales team in a shared drive
10. Update & Publish process performance trackers for information on key stakeholders
11. Ensure IT Tickets are actioned for WCP and Sales24 ID Maintenance through service-now and coordination with the IT team for system changes for IT tickets
12. Ensure Audit Readiness and No High /Medium Observations in concerned audits
13. Perform process documentation and compliance adherence

Measures of Success

1. NFTE Actions Completions including CQM actions
2. Accurate mapping of NFTE Corrective actions as per defined CQM Process
3. No adverse observations in internal / external audits
4. Timely and accurate review and action on IT Tickets for WCP & Sales24 ID Maintenance through service-now
5. Timely and accurate publishing of MIS / Business dashboard
6. Timely and accurate implementation of Key System related Changes
7. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge and experience in Credit Card Acquisition process

Competencies critical to the role

1. Stakeholder management
2. Process Orientation
3. Detail Orientation
4. Verbal and written communication

Qualification

Graduate in any discipline

Preferred Industry

Credit card / Banking Industry / Any