Job Description

About the company

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, color, 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 framework

Role Purpose

RSM in Distribution Sales is responsible for sales of various SBI Card products in an assigned geography through one or more of the channels available (Open Market, Cobrand, Tele Sales, Digital and LG). The geography consists of group of cities/state and is managed through a large team of NFTEs being led by ASMs manning all distribution points available or the call center engaged in working on leads originating from various digital journeys. The team span under this role would be a group of ASMs and extended team of NFTEs comprising of Relationship Executives (RE), Team Leaders/Relationship Managers (TLs/RMs), Unit Managers and Back-end team. This role can be a first step into people leader roles and naturally becomes a controller of business growth, channel relationship manager and a trainer to onboard and prepare a strong team of front-line sales managers of SBI Cards. The role also doubles up as a vice captain to the head of zone (ZSM) when required.

Role Accountability

MOU Achievement

Deliver new accounts
Responsible for sales of Premium Cards with segmented focus to build up portfolio
Cross-sell of various Insurance products
Managing the cost of acquisition target, review absolute cost across heads, increase people productivity for optimal cost utilization
Effectively coordinate with WE teams/PSA leads on NFTE hiring and monitor related attrition of people at all legs of the NFTE lifecycle
Drive full digital journey penetration in sourcing including digital KYC
Close monitoring of Sourcing Mix, Right product to be sold as per business directives
Responsible for driving a team of FTEs to achieve their KRAs

Sales Distribution Point Management - Organized, Unorganized

Drive manning of all available Point of Sales Distribution points across formats of Organized Retail in Open Market, Cobrand Ecosystem
Quality of man power (grooming standards) has to be as per the requirement of the Point of Sale
Ensure diligent daily visit report (DVR) upload by ASMs in system; better engagement with NFTE
Regular Visits to meet Cobrand Partners across products to improvise partner alignment to boost sales
Extensive travel to locations, distribution points- identify new sourcing avenues in all formats of F2F sourcing under organized and unorganized channels
Review high cost, low productivity paid distribution points; evaluate timely closure to save cost
Have a BCP always ready for high dependent distribution points, to avoid business interruption in case of any issues

Tele Sales Centers

RSM managing a call center has prime responsibility to operate at high productivity, up-stream operational efficiency and high customer satisfaction
Need to ensure right allocation happens which involves allocating leads basis campaigns, product, headcount available, Re-churn logic for maximized output
Data allocation happens on Dialer (predictive, preview) and manual dials
Capture correct disposition of all consented leads routed to call centers - derive in in-line strategy for high productivity
Drive higher efficiencies on Sprint Leads- Assisted, Good Cost Save opportunity
Build strong analytical engine in respective centers, adequate data mining will help in high yield at an agent level
Pace up fulfillment of within TAT, manage non caf locations doc executives with strong dedicated lead coordination team
Regular training interventions to be done, this will help zero mis-selling by the agent - building customer trust on the phones is critical
Ensure all company requirements, policies and processes are adhered as per satisfaction in both formats of Non F2F channels of Tele Sales & LG
Maintain high standards of Governance Model in the centers to ensure no lapses on company's policies & procedures

LG Management

Fulfillment to be prioritized within TAT via E-VKYC, helps the partner get confidence & high trust
Liase with LG RMs for enhancing productivity and output from all LGs

Operations

Full blown backend processes are being run, helps manage quality of applications at dispatch, productivity of the shop gets reviewed at all levels
Regular meetings, communications being sent on relevant changes to avoid wastage in the funnel at all levels
Supervision Inflow, Processing, & Dispatch of Applications
Drive premium upsell from all backend shops to meet premium & 3k/5k targets
Closely track inward rates of all customer segments, strengthen PRA in individual pockets for high standards process controls in the complete Sales Funnel
Liaison with Ops team for Capturing & processing of Applications
Supervision on RTB level by ensuring the team is reviewed consistently
Inculcate the habit in team members to regularly analyse the declines & restart opportunities that exists
Manage fulfilment team of Lead Coordinators, Doc boys for all Non-CAF locations for desired output
Handholding & grooming new ASMs; Maximize the delivery from the team through effective Planning, Monitoring, Giving Feedback and regular performance review

Team Management

Motivating ASM's to achieve their goals along with imparting adequate process and product knowledge
Monitoring NFTE teams performance & getting desired productivity
Encouraging competition & Higher Goal Setting. Facilitating the same through Training, Coaching & leading by example
Exhibit strong team work and boundary less behavior while working with cross-functional teams
Driving team connect/review & training with regular and extensive travel in a widespread territory
Educating Team of Company Policies, Compliance Guidelines, DOs & DONTs on Regular Intervals

Manpower Planning & PSA Management

Assessment of adequate manpower considering as per plan with the right mix of Sourcing/Non-Sourcing
Engaging with the PSA and WE team spocs for continuous hiring process
Ensuring a positive environment is built in all location PSA offices to ensure the attrition levels are in check and teams perform to the desired levels of productivity
Management of Expenses of PSA Offices through coordination with PSA & WE Department
Validation of Cost & Ensuring Timely Payments Post Approvals
Reimbursement Management & Incentive Validation of NFTEs

Training

Management of trainers in Coordination with Area training Managers
Ensure Regular NHOs/Refreshers & Product based Training for increasing Productivity

Driving Key Initiatives & Projects of the Company

Digital Sourcing - Driving team to adopt all New Digital Initiatives of the company by ensuring quick transition of extended sales teams by facilitating adequate trainings
RE Digital Sourcing, key initiative being driven by all RSMs - helps with instant approval, reduces cost
Regular identification of cost saves opportunities and action, review consolidation for optimized cost benefit output

Adherence to Compliance

To ensure teams and processes comply with all regulatory and business compliance policies rolled out by WE and Compliance teams

Measures of Success

Achievement Of MOU Goals
New Accounts
Premium Accounts
Insurance Cross-Sell
COA
4MOB Attrition %
Digital Sourcing
Team target achievement
% of ASMs achieving their goals
% Conversion Of leads
Inward to Soft approved % of all channels
Stake Holder Management
Close collaboration with WE, Operations, FCU, IT & Marketing teams
VOC From Partners across formats of operations
Complaints resolution
Effective complaint channelizing and resolution on escalations, ensure all complaints are addressed as per agreed SLA/TAT
Compliance
Ensure sales compliance guidelines @ PSA level are adhered to

Technical Skills / Experience / Certifications

NA

Competencies critical to the role

Sales Management, Team Handling, Relationship Management, Analytical skills

Qualification

Graduate/PG (Preferably) from any recognized and reputed institute

Preferred Industry

BFSI/Telecom/Any retail sales FMCG, CD etc.

Deputy Manager - Area Sales, Telecalling

Senior Manager - Regional Sales, Telecalling