Assistant Vice President - Lead, Sales Compliance

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

1. 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
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture 
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose 

Responsible for Leading, Designing and Developing a Location Monitoring team of 19 FTEs and Driving CQM and Fraud Recovery process for 5 Sales Vendors who manage 35K NFTEs.

Role Accountability 

1. Manage, Evaluate & Improve the "Consequence Management Process" for NFTEs in liaison with FRM, Sales & WE stakeholders
2. Manage, Evaluate & Improve the "Rebuttal process" for process breach cases in liaison with the Sales team
3. Evaluate fraud and process breach cases received from FRM Team, map each case as per CQM guidelines and coordinate with sales managers across geographies for inputs
4. Intimate PSA, Sales and FRM team on the final outcome of analysis & rebuttals and coordinate with Sales, Training COE, PSAs & WE PSA Management Teams for implementation of actions as per grid
5. Manage Sales Rebuttal validation process to ensure the authenticity of cases where actions have been recommended for revocation
6. Define Physical & System control checklist for Location Monitoring 
7. Prepare a location audit plan and ensure adherence to it 
8. Ensure documentation and report out of any action items based on audits conducted and track closure of the same
9. Define access birth rights for all applicable roles in Sales and support functions and set up review mechanisms to ensure accuracy in granting access to FTE / NFTEs by hiring manager
10. Work with IT to standardize and integrate access across different applications/platforms in use (Force 24, Sales 24, WCP and IDAM) 
11. Work with functional stakeholders to identify alert triggers, work with IT to implement the generation of exception reports based on alert triggers identified and the subsequent workflow of investigation and consequence management
12. Work with FRM and investigation team for evaluating fraud losses, determining liability and initiating remediation/recovery, coordinating with PSAs as required to ensure satisfactory closure
13. Publish & present recovery status in ORMC, ERMC & FLAC to SMT and COO
14. Design, Review & improve the established controls for sales compliance processes for both FTEs, NFTEs and PSA managed processes (Infra, Regulatory, Infosec, Physical Access etc.)
15. Coordinate with Sales team / PSA management to obtain compliance certifications against defined SVCL on a monthly basis
16. Present periodic & timely updates to all stakeholders on key metrics regarding process compliance
17. Define process and SOP along with critical checkpoints for evaluation of tickets raised by functional stakeholders on Service Now and IDAM platforms and oversee ticket evaluation to ensure adherence to laid down processes
18. Ensure adherence to all tasks under the Sales Compliance Wizard process guidelines as laid by the compliance team to obtain a Compliance certificate every month
19. Analyze internal processes to identify digitization/process enhancement opportunities and lead the implementation of the same within own area of work
20. Oversee timely preparation and dissemination of MIS / Dashboard to relevant stakeholders
21. Design and roll - out employee awareness/sensitization campaigns to drive Sales process compliance 
22. Ensure process documentation and compliance adherence

Measures of Success 

1. Coordinate with PSAs for recovery of due amount (FLAC Approved) as per the PSA agreements within the stipulated time
2. Complaints / CQM case compilation & Analysis within defined TAT
3. Initiate and execute NFTE actions basis the final issue severity within TAT
4. Timely and accurate completion to Identification of access requirements for various Job roles
5. Timely System enablement for all identified roles for identified IT applications
6. Adherence to Access and Job Role Reconciliation process
7. Timely review & design of NFTE CQM Policy
8. Ticket evaluation and approvals as per process
9. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Experience with Field audit Process.
2. Knowledge of credit Card Operation & Sales Process
3. Extensive knowledge of IT applications (Force-24, Sales-24 & WCP) and the Organizational processes
4. Knowledge of Audit processes around Field processes and centralized processes.

Competencies critical to the role

1. Stakeholder management 
2. Process Orientation
3. Detail Orientation
4. Planning and Organizing
5. Problem Solving

Qualification 

Post Graduate in any discipline

Preferred Industry

Credit Card / Banking Industry