Manager - C SAT, TL at SBIC External Career Site

Gurgaon, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

22 Apr, 26

Salary

0.0

Posted On

22 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication Skills, Interpersonal Skills, Teamwork, Collaboration, Data Management, Analytical Skills, MS Office, MS Excel, MS PowerPoint, Customer Service, CSAT Process, Stakeholder Management, Coaching, Problem Solving, Resource Planning, People Management

Industry

Financial Services

Description

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 To manage the day–to-day planning, operation and problem-solving of team of 4 tenured FTEs to meet with the required target and RCA require under CSAT. Role Accountability Ensure all CSAT metrics are met as per agreed targets for the business Work closely with other functions across organization on quality and improvement of CSAT Ensure reason for DSAT increase under any channel to be highlighted to respective function and kept regular coaching and feedback to the team. Work with leaders within the organization to influence the focus on customer experience and coaching strategies. Ensure productivity parameter is maintained for the team on a daily basis. Conduct effective resource planning to maximize the productivity of resources Customer Centricity Eliminating DSAT reasons by working closely with team and basis customer's DSAT reasons shared Create change agents who have the foundational knowledge for building a customer-centric enterprise Drive service recovery People & Compliance Manage the team assigned as a line manager in all aspects including training, accolades, promotion, or remedial action plans. Lead team meetings and sessions with team members Manage 2 way communication process between team members and the management & HRM People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule. Responsible for conducting appraisals, confirmations, promotions and terminations. Engage and retain top quartile talent Measures of Success Maintaining CSAT metrics as per Defined targets Reduction in DSAT % under all channels basis given targets Ensure closure of all assigned allocation by team as per agreed timelines Maintaining team accuracy as per defined target Timely publication of daily, weekly and monthly reports. Effective coaching of team resulting in constant improvement in team and process performance. Technical Skills / Experience / Certifications Excellent communication, interpersonal skills with evidence of team work and collaboration Computer skills (MS Office) especially MS-Excel and MS-PowerPoint. Ability to work under pressure, strict deadlines and efficient in multi-tasking Data management and analytical skills. COPC certified Ability to work with multiple levels of management internally and with customers (or clients). Competencies critical to the role Proficient in Stakeholder Management. Qualification Graduation from recognized University Prior customer service & CSAT process experience is mandatory Prior experience in handling teams would be an advantage. Should be flexible to work in rotational shifts and rotational scheduled offs. Preferred Industry FSI

Responsibilities

Manage the day-to-day operations of a team to meet CSAT targets and ensure effective problem-solving. Collaborate with other functions to improve customer experience and maintain productivity metrics.