Manage vendor partner team at vendor location working on SBI Credit Card Chargeback Process, ensuring desired performance levels as per agreed KPI's & Scope of work ( SOW ) and adherence to network guidelines
Ensures operating procedures are understood and adhered to by the vendor partner resources
Track SLA adherance for various sub-processes as defined by external stakeholders (i.e VISA and MasterCard) and internal stakeholders, taking corrective measures in case of deviation
Ensure all chargeback activities performed by the vendor are handled in line with statutory/network guidelines
Prepare and disseminate daily reports on Inventory, Productiivty and Accuracy metrics to concerned stakeholders
Escalate appropriate issues with the vendor partner to the Chargeback Lead/ reporting manager
Develop and document SOPs for all porcesses and implement best practices to support and manage the dispute/chargeback process
Ensure periodic network partner rule changes and process changes are adopted by vendor teams as per schedule,including dissemination of updates to the Partner trainers and uploading of relevant documentation in KM tools
Conduct monthly performance of the partener and recommend changes to KPIs & SOWs as per industry leading standards
Ensure timely closure of Vendor contracting/renewal/billing related matters
Escalation handling and Identifying root causes for escalations
Track all MIS getting published by WFM ( TAT Burst, Not Submitted , Inventory) etc.
Analyze and reduce repeat complaints
Scan the market, benchmark & Highlight process gaps, share improvement suggestions & implement the same to enable cost reduction/ enhanced customer experience/ better productivity/ Complaint reduction/ simplify operation for Agents
Conduct risk assessment of the activities of the CBK partner staff by evaluating transaction reports and process audits for accuracy and drive process simplification through automations & robotics and forward initiatives
Ensure adherence to internal policies and external /regulatory guidelines in chargeback operations
Provide necessary documentation/data related suppot for internal and external audits
Ensure process documentation and compliance adherence
