Assistant Vice President - Contact Centre
SBI Card · Bengaluru, Karnataka, India
This listing has closed — view similar roles below.
- On site
- Full-time
- ₹150,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Lead contact centre operations and vendor sites.
- Oversee KPIs, business reviews, and governance.
- Drive process improvements and cost reductions.
- Manage vendor relationships and financial compliance.
- Requires graduate qualification and FSI industry experience.
About the role
About SBI Card
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 frameworkRole Purpose
Responsible for overall program performance and achievement of objectives at the site level.Role Accountability
- Lead vendor sites that cuts across multiple LOBs and channels (voice, non-voice, back-end) and oversee contract update, billing and vendor relationships, prepare manpower plans, oversee timely recruitment and training, drive smooth transition from standalone to centralized hosting.
- Conduct Monthly and Quarterly business reviews, track key KPIs, and disseminate information.
- Set up a governance mechanism between SBI Card and Partner for an effective communication and monitor adherence to operating procedures by the Partner teams.
- Continually monitor the overall functioning of processes, identify improvement areas & implement adequate measures to maximize satisfaction levels.
- Identify and lead projects in collaboration with the partner to reduce the cost of operations at the partner locations.
- Function as the SPOC for all external audits.
Measures of Success
- 100% Achievement of the business KPIs as per SOW target.
- Ensuring Zero non compliance in the process audited by the SBI Card team or any third party auditor authorized by SBI Card.
- Maintaining 100% compliance on the rigor for review between the SBI Card team and partner as per SOW.
- Maintaining 100% compliance in the invoices submitted by the vendor to avoid any financial loss.
Technical Skills / Experience / Certifications
Understanding of systems and processesCompetencies critical to the role
Stakeholder Management Building Relationship Problem-solving ability Analytical AbilityQualification
GraduatePreferred Industry
FSIKey skills/competency
- Contact Centre Management
- Vendor Management
- Performance Management
- Stakeholder Management
- Business Reviews
- KPI Tracking
- Process Improvement
- Cost Reduction
- Audit Management
- Financial Compliance
Skills & topics
- Assistant Vice President
- Contact Centre
- Call Centre Management
- Customer Service Management
- Vendor Management
- Operations Management
- KPI Management
- Business Development
- Team Leadership
- Financial Services
- Credit Cards
- Problem Solving
- Stakeholder Management
- Relationship Building
- Process Improvement
- Analytical Skills
- Graduate
- FSI
How to get hired
- Tailor your resume: Highlight experience in contact centre management, vendor relations, and KPI achievement.
- Showcase analytical skills: Emphasize problem-solving and relationship-building abilities in your application.
- Prepare for interviews: Be ready to discuss your experience leading diverse teams and driving operational efficiency.
- Understand SBI Card's values: Align your responses with their commitment to customer convenience and innovation.
Technical preparation
Familiarize with contact centre systems.,Understand FSI industry processes.,Practice KPI tracking and analysis.,Review audit procedures and compliance.
Behavioral questions
Describe leading diverse vendor teams.,How do you ensure process adherence?,Share an example of cost reduction project.,How do you manage stakeholder expectations?
Frequently asked questions
- What are the primary responsibilities of an Assistant Vice President - Contact Centre at SBI Card?
- The Assistant Vice President - Contact Centre at SBI Card is responsible for the overall performance and achievement of objectives at the site level. This includes leading vendor sites, overseeing KPIs, conducting business reviews, managing vendor relationships, driving process improvements, and ensuring compliance.
- What qualifications are required for the Assistant Vice President - Contact Centre role at SBI Card?
- A graduate qualification is required for this role. Additionally, experience in the Financial Services Industry (FSI) is preferred. Key competencies include stakeholder management, relationship building, problem-solving, and analytical ability.
- How does SBI Card support its employees' work-life balance and development?
- SBI Card emphasizes work-life balance with a robust wellness and wellbeing program. They also offer comprehensive learning and development frameworks for overall employee growth, alongside rewards and recognition programs.
- What is SBI Card's approach to diversity and inclusion in the workplace?
- SBI Card is a proud equal opportunity and inclusive employer. They welcome employees without discrimination and are committed to fostering a diverse workplace where all employees are treated with dignity and respect.
- What are the key performance indicators (KPIs) for this role at SBI Card?
- Key success measures include 100% achievement of business KPIs as per the Statement of Work (SOW), zero non-compliance in audits, maintaining strict review rigor between SBI Card and partners, and ensuring 100% compliance in vendor invoices to prevent financial loss.
- What technical skills are important for the Assistant Vice President - Contact Centre at SBI Card?
- A strong understanding of systems and processes is crucial for this role. This enables effective management of contact centre operations and vendor sites.