10/01 HR
DGM at SBI

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SBI - Servicing Manager - Digital Initiatives - Agriculture/International Banking/Retail Banking/Corporate Banking (4-9 yrs) Premium

Mumbai Job Code: 652347

RECRUITMENT OF SPECIALIST CADRE OFFICERS ON REGULAR & CONTRACTUAL BASIS

ADVERTISEMENT NO : CRPD/SCO/2018-19/12

Online Registration of Application & Payment of Fees : from 09/01/2019 to 31/01/2019

- State Bank of India invites Online applications from Indian citizens for appointment to the following Specialist Cadre Officers posts.

- Candidates are requested to apply Online through the link given on Bank's website https://bank.sbi/careers or https://www.sbi.co.in/careers

Post : Manager (Servicing-Digital Initiatives) - Agriculture/International Banking/ Retail Banking/ Corporate Banking

Grade : MMGSIII

Regular/ Contractual : Regular

Age as on 01.12.18 :

Min : 25 Yrs

Max : 35 Yrs

Educational Qualifications (As on 01.12.2018) :

- Candidate should have a minimum qualification of B.E in Computer Science/Information Technology or B.Tech in Computer Science/Information Technology from recognized University.

- Preference will be given to MBA or equivalent degree from recognized University/Institution.

Post qualification Experience (As on 01.12.2018) :

Essential Experience : Post qualification experience of minimum 4 years in relevant work in Bank/PSU/Corporate (any combination)

Likely place of posting : Mumbai or any other Centre at the discretion of the Bank.

Job Profile :

- Create roadmap for various customer journeys and liaise with IT teams to ensure successful delivery of the customer journey.

- Interact and coordinate with various stakeholders (such as third party vendors/ service providers/ IT team etc. for product development and follow up.

- Co-ordinate with IT verticals, vendors and reconciliation team for refunds/ fulfilments.

- Ensure stickiness to the product by improving customer experience and bringing new customers to the platform.

- Drive implementation of initiatives to improve customer experience as directed by appropriate authority.

- Obtain, monitor and track key metrics for customer experience (NPS, Service TAT for each product) for Digital Bank and present reports to manager, customer experience.

- Study competition customer experience periodically and suggest changes/initiatives to improve customer experience.

- Negotiations/ interactions with vendors/ Technology Solution Provider to have win-win situation.

- Ensuring prompt customer service and complaint management.

KRA :

- Coordination with GITC and vendor for fulfilment i.e., reconciliation, refunds, etc.

- Monitor, synthesize and collate customer feedback from online and social media channels.

- Ensuring prompt customer service and complaint management.

- Responsible for achieving customer acquisition and digital sales targets for the Digital Bank.

- Responsible for achieving growth targets for on boarding of new customers.

- Responsible for achieving growth targets for online loan products (Agriculture/ International Banking).

- Track service requests regularly and identify repeated requests/trends and suggest initiatives to improve CEX.

- Obtain, monitor and track key metrics for customer experience (NPS, Service TAT for each product) for Digital Bank and present reports to manager, customer experience.

- Monitor, track the development of various journeys to ensure timely delivery

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