Qureos Mentor

SBI Card

<div>
 
 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 &amp; 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&rsquo;s In It For YOU
 
 
 
 <ul>
 <li>
 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
 </li>
 <li>
 Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
 </li>
 <li>
 Dynamic, Inclusive and Diverse team culture
 </li>
 <li>
 Gender Neutral Policy
 </li>
 <li>
 Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
 </li>
 <li>
 Commitment to the overall development of an employee through comprehensive learning &amp; development framework
 
 
 </li>
 </ul>
 
 Role Purpose
 
 
 
 Responsible for managing a team of 5-10 Area Training Managers (ATMs) and 70+ Trainers for ensuring seamless execution of all functional training to all Sales &amp; Non Sales NFTE's and productivity of sales NFTE new joiners (M1-M3 Vintage) to be benchmarked as per standards set by the organization. Drive the training requirement of almost 6K +Sales NFTEs and drive new hire productivity of almost 1500+ NFTEs month on month through training interventions both on &amp; off the field.
 
 
 
 Role Accountability
 
 
 
 <ul>
 <li>
 Responsible for the training requirement of almost 6K +Sales NFTEs and drive new hire productivity of almost 1500+ NFTEs month on month through training interventions both on &amp; off the field.
 </li>
 <li>
 Ensure productivity of sales NFTE new joiners (M1-M3 Vintage) as per standards set by the organization for the entire zone through a team of FTE&rsquo;s Area Training Managers and NFTE Trainers
 </li>
 <li>
 Manages a team of 5-10 Area Training Managers (ATMs) and 70+ Trainers
 </li>
 <li>
 Liaison with ext+B2ernal stakeholder Zonal Sales Manager / Circle Head &amp; Regional Sales Manager (RSMs~18)
 </li>
 <li>
 Skilling of Area Training Managers on a quarterly basis &ndash; New Product/process updates, soft skills &ndash; team management, stakeholder management etc., IT skills &ndash; Excel, Powerpoint, Dashboard etc.,
 </li>
 <li>
 Conduct OJT&rsquo;s &amp; mystery shopping of Area Training Managers on Training activities, process, documentation, trainers claim processing etc.
 </li>
 <li>
 Undertake a minimum 8 field visit audits per month across different ATM patches to track OJT impact, all feedback must be documented
 </li>
 <li>
 Ensure seamless execution of all NHO Batches in the mapped territory &ndash; trainer mapping, delivery of training, Certification &amp; handover of executives to sales
 </li>
 <li>
 Drive a minimum 2 Training impacted Business Initiatives in the FY, preferably green belt, or Lean projects with the internal Quality Team to improve the overall business performances
 </li>
 <li>
 Initiatives need to be defined, agreed with NTM &amp; Training Lead same should be in consultation with sales stakeholders.
 </li>
 <li>
 Ensure the quality of NHO &amp; Post NHO Refresher training through monitoring checks/ field visits to ensure the efficiency of training as per laid down SOP+B22
 </li>
 <li>
 Connect with ZSM/RSM through extensive travel and have stakeholder connect through proper communication on training &amp; business deliverables, share training updates/business initiatives and minute the meetings
 </li>
 <li>
 Publish monthly sales training dashboards in the format prescribed by the HO
 </li>
 <li>
 Ensure Quality of Training coverage &amp; learning impact in non-Sales Functions, train the trainers on facilitation skills .
 </li>
 <li>
 Drive New hire productivity matrix of Customer Service Agents through assigned vendors
 </li>
 <li>
 Supervise and ensure that all trainers in the span conduct NHO efficiently without errors by following the facilitator's guide.
 </li>
 <li>
 Ensure all mandatory &amp; refresher trainings are well planned, executed with maximum attendance
 </li>
 <li>
 Trainer&rsquo;s Certification to be completed within 30 days of joining - 3 days by ATM followed by 2 days of certification by ZTM/RTM (either face to face or virtually)
 
 
 </li>
 </ul>
 
 Measures of Success
 
 
 
 <ul>
 <li>
 New hire productivity slope targets as per MOU
 </li>
 <li>
 TTT coverage
 </li>
 <li>
 Training coverage as per MOU
 </li>
 <li>
 Timely closure of mandatory guideline certifications
 </li>
 <li>
 Accuracy in attendance management on Mgurukul
 </li>
 <li>
 Timely &amp; accurate MIS/business reporting
 </li>
 <li>
 Timely closure &amp; roll-out of stakeholder dashboards
 </li>
 <li>
 No adverse observations in internal/external audits
 </li>
 <li>
 Process adherence as per MOU
 
 
 </li>
 </ul>
 
 Technical Skills / Experience / Certifications
 
 
 
 <ul>
 <li>
 Should have proven team management skills
 </li>
 <li>
 Should have experience and ability to manage a large stakeholder group
 </li>
 <li>
 Sales &amp; training experience is must
 
 
 </li>
 </ul>
 
 Competencies critical to the role
 
 
 
 <ul>
 <li>
 High Impact Communication
 </li>
 <li>
 Planning &amp; Organizing
 </li>
 <li>
 Stakeholder Management
 </li>
 <li>
 Influencing Skills
 </li>
 <li>
 Process Oriented
 
 
 </li>
 </ul>
 
 Qualification
 
 
 
 Graduate/MBA in any discipline
 
 
 
 Preferred Industry
 
 
 
 BFSI / FCI / Any
</div>

Senior Manager - Zonal Training

<div>
 
 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 &amp; 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&rsquo;s In It For YOU
 
 
 
 <ul>
 <li>
 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
 </li>
 <li>
 Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
 </li>
 <li>
 Dynamic, Inclusive and Diverse team culture
 </li>
 <li>
 Gender Neutral Policy
 </li>
 <li>
 Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
 </li>
 <li>
 Commitment to the overall development of an employee through comprehensive learning &amp; development framework
 
 
 </li>
 </ul>
 
 Role Purpose
 
 
 
 Responsible for handling of Inbound calls / outbound from Credit Card holders to resolve customer services requests, complaints &amp; queries as per agreed SLAs.
 
 
 
 Role Accountability
 
 
 
 <ul>
 <li>
 Provide servicing to customers ensuring optimum service levels to enhance customer experience
 </li>
 <li>
 Achieve targets on a daily basis like AHT, Productivity, Cross sell (S2S), retention, First call resolution, Voice call quality, CSAT, ensuring compliance to business policy, processes and procedures
 </li>
 <li>
 Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations
 </li>
 <li>
 Ensure maintenance of TAT of resolution across sub-processes
 </li>
 <li>
 Ensure process documentation and compliance adherence
 
 
 </li>
 </ul>
 
 Measures of Success
 
 
 
 <ul>
 <li>
 FRT(First Response Time) Rate
 </li>
 <li>
 Real time resolution rate
 </li>
 <li>
 Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
 </li>
 <li>
 Process Improvement through RPA
 </li>
 <li>
 Schedule adherence
 </li>
 <li>
 AHT &amp; Productivity
 </li>
 <li>
 Process Adherence as per MOU
 
 
 </li>
 </ul>
 
 Technical Skills / Experience / Certifications
 
 
 
 Knowledge of customer service processes
 
 
 
 Competencies critical to the role
 
 
 
 <ul>
 <li>
 Stakeholder Management
 </li>
 <li>
 Problem Solving
 </li>
 <li>
 Process Orientation
 </li>
 <li>
 Detail Orientation
 
 
 </li>
 </ul>
 
 Qualification
 
 
 
 Graduate in any discipline
 
 
 
 Preferred Industry
 
 
 
 FSI
</div>

Executive - Customer Services, Non-T1 Service

Executive - Customer Services, T1 Service

Join SBI Card and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

SBI Card

ABOUT_COMPANY

Senior Manager - Zonal Training

Executive - Customer Services, Non-T1 Service

Executive - Customer Services, T1 Service