Senior Manager - Customer Service (Vendor Management)
SBI Card
Location
Ahmedabad | India
Job description
Job Description
Drive governance of all Business KPIs at partner site and ensure month on month delivery against the Monthly Targets assigned to the Partner
Oversee timely and satisfactory resolution of service delivery incidents and raise red flag on agent/process errors, review RCAs for customer escalations
Drive increase in profitability by leveraging on Cross Sell, upsell, efficiency, Retention,Onboarding , increase in addon sales, through voice and non voice processes
Lead entire vendor management process by overseeing seamless execution of partner operational items viz. timely creation of IDs, invoice payments, LOA approval
Partner with relevant stakeholders to understand performance improvement opportunities & collaborate with the resp. stakeholders on implementation of appropriate action plan
Benchmark best practices and create knowledge repository through digital and SME teams; conduct audits and identify process gaps, update the same and ensure dissemination to partners and upload on KM
Ensure good working relationships between the vendor partner and the organization
Manage WFH / WFO basis the proactoring tools / Quality errors/ CCRP validation, financial loss recovery from vendor
Ensure process documentation and compliance adherence
