Assistant Manager - Retention & Activation, Sales Service NV

Assistant Manager - Retention & Activation, Sales Service NV

Gurugram, India

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, 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 framework

Role Purpose

Responsible for managing Omni Channels of Customer Services, Undertake projects to deliver higher productivity , Volume reduction and Enhanced Customer experience.

Role Accountability

Challenge existing process contributing to unwarranted contacts & escalations and liaison with Support functions (Sales, Credit Marketing , Product, Collections.) to identify and fix process gaps

Build capability to drive business outcomes through Process management, training, knowledge management tools enhancements

Manage volumes from multiple channels ( Voice/email/chat) during crisis

Analyze Repeat /escalation and eliminate repeated errors made by agent on Escalations and EWS cases by working closely with Quality and training team

Maintain Repository of CSA errors, avoidable escalation/ exceptional approvals to build control mechanism

Analyze existing policies and processes to identify and implement automation/ enhancements

Engage with support functions and work on reduction of wrong referral / incorrect tagging cases

Revalidate errors reported for Contact Centre as part of process audit done by monitoring team to ensure accurate reporting to external forums like CEC, ERC, etc..

Ensure process documentation and compliance adherence

Measures of Success

Achievement of defined SLAs (TAT, Average Handling Time, Call response rate, Call quality)

Avoidable escalation %

CSAT Score

Reduction in incorrect tagging/ wrong referral for hub

Process Adherence as per MOU

Technical Skills / Experience / Certifications

Understanding of card lifecycle management processes

Understanding of upstream/downstream process understanding impacting customers

Competencies critical to the role

Stakeholder Management

Problem-solving

Analytical Ability

Qualification

Graduate in any discipline

Preferred Industry

NA

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JOB INFO

Job Identification

21891

Posting Date

10/19/2026, 04:56 PM

Apply Before

11/30/2026, 12:00 AM

Locations

DLF Cyber City, Tower C, Block 2, Building 3, Gurugram, Haryana, 122002, IN

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DLF Cyber City, Tower C, Block 2, Building 3, Gurugram, Haryana, 122002, IN

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