Senior Vice President & Head - Workforce Effectiveness

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

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 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

1. Design and implement wing to wing Outsourced Employee Life Cycle Management, from Talent Acquisition to Exit.
2. Manage Performance Service Agreements (PSAs) including new contracts, renewals, partner review, SLA adherence, and quality scorecards.
3. Oversee site compliance across channels ensuring regulatory/statutory adherence and institutionalized controls.
4. Drive process efficiency, innovation, and standardization through data led interventions and best practice sharing across partners.

Functional Training

1. Strategize and execute functional training needs for Sales, Collections, Operations & Customer Services NFTEs.
2. Drive productivity slope for new Sales FOS (NFTE) through industry aligned training content and delivery.

Performance Reporting & Analytics (FTEs & NFTEs)

1. Design, evaluate, standardize, and align Variable Incentive Compensation (VIC) models across functions to drive strategic and operational outcomes.
2. Monitor performance and payout trends, present insights to management, and recommend course corrections.
3. Implement a standard approach for FTE contests across functions and evaluate proposals for benefit realization and alignment to organizational objectives.

Sales Compliance & Location Monitoring

1. Develop and lead processes to ensure compliance in sales workflows including Location Monitoring, Consequence Management, Fraud Recovery, and Access Management.
2. Design and monitor the Consequence Management Process for NFTEs in partnership with FRM, Sales & Workforce Effectiveness teams.
3. Define and review controls for PSA-managed Sales Sites and drive structured audits for Location Monitoring and adherence.

Measures of Success

1. Budget Management & Cost Optimization
2. Timely hiring of NFTEs
3. Process adherence to approved SOPs
4. Timely design & roll-out of VIC models
5. Zero adverse observations in internal/external audits
6. On-time renewal of PSA agreements with cost efficiencies
7. Training ROI demonstrated through productivity uplift
8. Improved FTE/NFTE productivity against benchmarks
9. Timely & accurate MIS/Business reports published
10. Effective utilization of BI tools, translating into clear insights and business impact

Technical Skills / Experience / Certifications

1. Strong Partner Management experience with deep market knowledge of manpower models.
2. Exposure to vendor statutory compliance and evolving manpower trends.
3. Experience in training design & execution for large distributed workforces.

Competencies critical to the role

1. Stakeholder Management
2. Process Orientation
3. Detail Orientation
4. Business Acumen
5. High Impact Communication

Qualifications

Graduate, preferably MBA in any relevant discipline

Preferred Industry

Service Sector / Financial Services / Credit Card Industry