Assistant Manager - Chargeback Job in Gurgaon at SBI Cards

SBI Cards is hiring for the role of Assistant Manager - Chargeback!

Responsibilities of the Candidate:

• Manage customer response and resolution process for chargeback-related emails as per the business-defined SLA
• Prioritize HNI, VIP, and segmented markets to enhance company revenue, goals, and profitability
• Manage vendor partner's performance as per agreed KPIs & Scope of work (SOW)
• Monitor daily / Weekly BOT processing performance (Productivity, AHT & Accuracy) & report anomalies to the IT team/ stakeholders
• Ensure seamless communication and reporting of vendor site data performance  to SBI Card 
• Ensure operating procedures are understood and adhered to by the vendor partner resources
• Ensure periodic network partner rule changes and process changes are adopted by vendor teams as per schedule, including dissemination of updates to the Partner trainers and uploading of relevant documentation in KM tools
• Prepare and disseminate daily reports on Inventory, Productivity, and Accuracy metrics to concerned stakeholders
• Escalate appropriate issues with the vendor partner to the Chargeback Lead/ reporting manager
• Develop and document SOPs for all processes and implement best practices to support and manage the dispute/chargeback process
• Conduct monthly performance of the partner and recommend changes to KPIs & SOWs as per industry-leading standards 
• Ensure timely closure of Vendor contracting/renewal/billing-related matters
• Handle escalations and identify root causes for escalations
• Track all MIS getting published by WFM ( TAT Burst, Not Submitted, Inventory), etc. 
• Analyze and reduce repeat complaints 
• Scan the market, benchmark & highlight process gaps, share improvement suggestions & implement the same to enable cost reduction/ enhanced customer experience/ better productivity/ Complaint reduction/ simplify operation for Agents
• Carry out a risk assessment of the activities of the CBK partner staff by evaluating transaction reports and process audits for accuracy and clarity
• Ensure adherence to internal policies and external /regulatory guidelines in chargeback operations
• Provide necessary documentation/data-related support for internal and external audits
• Ensure process documentation and compliance adherence