Assistant Manager - Customer Services, Super Premium

About the Company

SBI Card is one of India’s major dedicated credit card issuers, providing a broad portfolio designed for different customer segments. The organization focuses on continuous innovation to address changing financial needs and create a smooth digital payment experience with meaningful rewards. Guided by the principle of “Make Life Simple,” SBI Card places customer convenience at the center of its work and aims to build a workplace where people can grow and contribute to a better future.

The company is an equal opportunity and inclusive employer. It welcomes people regardless of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste, and similar factors. SBI Card promotes a respectful and diverse environment where everyone is treated with dignity.

Employees are encouraged to help shape the future of digital payments in India while developing their own potential.

Role Purpose

This position is responsible for managing email-based support for credit card customers and resolving service requests, complaints, and queries within agreed service timelines.

Key Responsibilities

• Handle customer servicing through the email channel while maintaining strong service levels and a high-quality customer experience.
• Meet daily performance targets such as average handling time, productivity, cross-sell targets (S2S), retention, first call resolution, email quality, and CSAT, while following all business policies and procedures.
• Share timely observations on process gaps and escalate risks quickly to reduce repeat errors and unresolved issues.
• Track and maintain resolution turnaround times across different sub-processes.
• Maintain process documentation and ensure full compliance with internal standards.

Success Measures

• First response time performance
• Real-time resolution rate
• Customer satisfaction score
• Productivity and accuracy
• Adherence to process turnaround times
• No avoidable escalations
• Process compliance as per MOU

Skills and Experience

The role requires knowledge of customer service processes, along with strong communication and interpersonal abilities. Teamwork and collaboration are also important for success in this position.

Qualification

A graduate degree in any discipline is required.

Preferred Industry

Financial services industry.

Benefits and Culture

• Strong focus on work-life balance with wellness and wellbeing support for mental and physical health.
• Structured rewards and recognition program for employee contributions.
• Dynamic, inclusive, and diverse team environment.
• Gender-neutral policy.
• Health coverage that includes medical insurance, personal accident insurance, group term life insurance, annual health checkup, dental benefits, and OPD benefits.
• Commitment to employee growth through a comprehensive learning and development framework.