SBI cards
Location
Gurgaon | India
Job description
1. Work closely with HR for HC reconciliation and Attrition Reporting and ensure cost center wise HC reconciliation with no revenue lekeage and accurate productivity reporting at unit level
2. Manage the vendor billing process for all Outsource Centres, including Provisioning, Billing Validation, Rewards & Penalty, Coordination with Sourcing & Finance, Seeking requisite approvals for final payout of the Invoices
3. Manage Vendor Billing Inputs for Outsource Centres of CS
4. Ensure all PR and PO are raised as per agreed timelines & co-ordinate with Sourcing and Finance units for entire Customer Services
5. Act as Customer Services SPOC for Master Services Agreement under 'One vendor one agreement' project
6. Ensure all CS purchase requests are timely raised, Goods & services are timely received and invoices are accuracetly validated for Actual v/s approved Bill
7.Single point of contact for CS demand analytics , Attrition analysis and CSAT analysis
8.Oversee Pan India Performance mgmt of Inhouse as well as Outsource Centres for all Voice as well as Non-Voice Units of CS
9. Manage the entire Customer Services database in Oracle SQL Server and cooridnate with IT & DBA team for updates, issues, enhancements etc.
10.Liasioning with stakeholders for productivity and process analysis.
11. Provide critical inputs for Business level dashboards & VIC processing. Evaluate, standardize and modify VIC models as per plan and business requirement
12. Conduct full life cycle activities to include requirements analysis and design, develop analysis and continuously monitor performance and quality control plans to identify improvements
13. Create Dialer Stategy for all existing & new Outbound processes of Customer Services
14. Monitor the existing strategies and suggest modifications from time-to-time to improve productivity and effectiveness
15. Develop Site level load leveling for Optimum utilization of resources.
16. Oversee OSP & TRAI related registrations, Licenses, updates to DOT on any changes related to OSP Centres, guideline adherance, Filing Annual Returns for OSP Centres of SBI Cards
17. Build triggers/ Audit process to identify opportunities and highlight exceptions, maker-checker process to be in place
18. Ensure process documentation and compliance adherence
Job tags
Salary
