The Role
Leads the Workforce Effectiveness function across outsourced workforce lifecycle management, partner agreements, cost optimization, training, incentive compensation, performance analytics, sales compliance, and location monitoring. The role drives productivity, regulatory adherence, operational controls, vendor governance, audit readiness, and business reporting across distributed sales, collections, operations, and customer service workforces.
Summary Generated by Built In
About Us
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, color, 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 overall development of an employee through comprehensive learning & development framework
Role Purpose
The role leads the Workforce Effectiveness Function, with end-to-end accountability for Outsourced Workforce Life Cycle Management, Vendor Service Agreements & Cost Management, Functional Training for NFTEs, Performance Reporting & Analytics, Sales Compliance and Location Monitoring across channels. The role ensures productivity, compliance and partner governance to drive operational excellence and business impact.
Role Accountability
NFTE (Non Full Time Employee) Lifecycle Management
- Design and implement wing to wing Outsourced Employee Life Cycle Management, from Talent Acquisition to Exit.
- Manage Performance Service Agreements (PSAs) including new contracts, renewals, partner review, SLA adherence, and quality scorecards.
- Oversee site compliance across channels ensuring regulatory/statutory adherence and institutionalized controls.
- Drive process efficiency, innovation, and standardization through data led interventions and best practice sharing across partners.
Functional Training
- Strategize and execute functional training needs for Sales, Collections, Operations & Customer Services NFTEs.
- Drive productivity slope for new Sales FOS (NFTE) through industry aligned training content and delivery.
Performance Reporting & Analytics (FTEs & NFTEs)
- Design, evaluate, standardize, and align Variable Incentive Compensation (VIC) models across functions to drive strategic and operational outcomes.
- Monitor performance and payout trends, present insights to management, and recommend course corrections.
- Implement a standard approach for FTE contests across functions and evaluate proposals for benefit realization and alignment to organizational objectives.
Sales Compliance & Location Monitoring
- Develop and lead processes to ensure compliance in sales workflows including Location Monitoring, Consequence Management, Fraud Recovery, and Access Management.
- Design and monitor the Consequence Management Process for NFTEs in partnership with FRM, Sales & Workforce Effectiveness teams.
- Define and review controls for PSA-managed Sales Sites and drive structured audits for Location Monitoring and adherence.
Measures of Success
- Budget Management & Cost Optimization
- Timely hiring of NFTEs
- Process adherence to approved SOPs
- Timely design & roll-out of VIC models
- Zero adverse observations in internal/external audits
- On-time renewal of PSA agreements with cost efficiencies
- Training ROI demonstrated through productivity uplift
- Improved FTE/NFTE productivity against benchmarks
- Timely & accurate MIS/Business reports published
- Effective utilization of BI tools, translating into clear insights and business impact
Technical Skills / Experience / Certifications
- Strong Partner Management experience with deep market knowledge of manpower models.
- Exposure to vendor statutory compliance and evolving manpower trends.
- Experience in training design & execution for large distributed workforces.
Competencies critical to the role
- Stakeholder Management
- Process Orientation
- Detail Orientation
- Business Acumen
- High Impact Communication
Qualifications
Graduate, preferably MBA in any relevant discipline
Preferred Industry
Service Sector / Financial Services / Credit Card Industry
Skills Required
- Graduate degree
- MBA in a relevant discipline
- Strong partner management experience and deep knowledge of manpower models
- Experience with vendor statutory compliance and evolving manpower trends
- Experience designing and executing training for large, distributed workforces
- Service sector, financial services, or credit card industry experience
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The Company
What We Do
SBI Card was launched in 1998 with the State Bank of India, India's largest bank, as the majority stakeholder. In March 2020, SBI Card was listed on BSE and NSE. Today, SBI Card is India’s largest pure-play credit card issuer with over 20 million cards in force, as of December 2024. Its wide array of products and services caters to a diverse range of customer segments across India, right from new-to-credit to super premium. The SBI Card brand is based on the value proposition of 'Make Life Simple'. The proposition manifests in SBI Card’s continuous efforts to simplify the lives of its customers, employees and other key stakeholders. Customer-centricity, supported by the values of trust and transparency, is core to SBI Card’s ethos.
