SBI cards
Location
Gurgaon | India
Job description
1. Manage customer response and resolution process for chargeback related emails as per the business defined SLA
2.Prioritize HNI , VIP and segmented markets to enhance company revenue, goals and profitability
3.Manage vendor partner's performance as per agreed KPI's & Scope of work (SOW)
4.Monitor daily / Weekly BOT processing performance (Productivity , AHT & Accuracy) & report anomalies to IT team/ stakeholders
5.Ensure seamless communication and reporting of vendor site data performance to SBI Card
6.Ensures operating procedures are understood and adhered to by the vendor partner resources
7.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
8.Prepare and disseminate daily reports on Inventory, Productiivty and Accuracy metrics to concerned stakeholders
9.Escalate appropriate issues with the vendor partner to the Chargeback Lead/ reporting manager
10.Develop and document SOPs for all porcesses and implement best practices to support and manage the dispute/chargeback process
11.Conduct monthly performance of the partener and recommend changes to KPIs & SOWs as per industry leading standards
12.Ensure timely closure of Vendor contracting/renewal/billing related matters
13.Handle escalations and identify root causes for escalations
14.Track all MIS getting published by WFM ( TAT Burst, Not Submitted , Inventory) etc.
15.Analyze and reduce repeat complaints
16.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
17.Carry out risk assessment of the activities of the CBK partner staff by evaluating transaction reports and process audits for accuracy and clarity.
18.Ensure adherence to internal policies and external /regulatory guidelines in chargeback operations
19.Provide necessary documentation/data related suppot for internal and external audits
20.Ensure process documentation and compliance adherence
Job tags
Salary
