Assistant Manager Vip Servicing Job In Sbi Cards In Gurgaon / Gurugram, India

• The Role involves meeting the VVIP customer and operate as relationship Manager Involves Strong organization, time management, and multi-tasking skills
• Ensure Wing-to-Wing Resolutionsof cases 24/7 received with utmost accuracy and delivering best in class service Final Resolution to be communicated to Customer through calls/emails , Senior management team , other external sources Followproactive servicing model.
  
  
• Portfolio Management& responsible towards reducing the inflows in respective portfolio
• Maintain reports / mis / dashboards for the activities handled to monitor performance and progress
• To be sensitive towards complaints and thestricter timelines, shouldco-ordinate with cross functions to get necessary resolution,requires follow-ups and influencing decisionsRaising trigger to SMTs on resolved negative cases
• Identify opportunities to delight VIP segment and to audit (maker-checker) existing processes.
  
  
• Provide concrete RCA(Root Cause Analysis of query/Request/complaint) and suggest/highlight critical system/process/policy gapsClose these chronic issues through process improvement and customer experience council/concern depts /SMTs
• Meeting VVIP and critical to business customer personally
• Liaison with Sales, marketing, Risk, Product, pricing, and collection for the VIP portfolio requirements, deviations, Service Nos and change/improvement in process.
  
  
• VVIP relationship management : Proactive account level management - CDNR, PIN, transaction declines, STNR, Penal charges, fraudulent transaction, statement cycle, payments, delinquency-collection, reward points (expiry/redemption), CLI -permanent & temp), address/contact change, flipping/renewal, spends, Proactive management of Tata Top management cases/escalation, meeting with customer, visiting SBI branches, online Support to sales
• Manage End - End resolutionfor VIP accounts raised by any dept, proactive servicingon referred cases by call center or any other depts
• Ensure productivity targets are overachieved and 100% C-Sat
• Adhere to risk policies, maker-checker process and maintaining the data for audit requirement.
  
  
• Critical financial tasks on Vision+& decision making- Reinstatement of account, Credit limit increase (audit item), approving& Verifying KYC documents for change of contact Card flipping/upgrade, Reward points reinstatement, Change of billing cycle, change of statement mode on Vision+, Reissue/replacement of cards Risk/Pricing/product deviation for retention of VIPs, VIP application curing
• Role involves 20% travelling within in India for 2-3 days in a month, being part of customer service camps, meeting VIP customers

Sbi Cards is looking for Any Graduate / Post Graduate profile candidates.