Senior Executive - Contact Center, Social Media

SBIC Open · verified Sep 10, 2026

Gurugram Senior Social Media

Senior Social Media role at SBIC. Gurugram.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

You'll resolve cardholder questions, complaints, and service requests through social channels within agreed SLAs
You'll coordinate with sales, marketing, risk, product, pricing, and collections on process changes and exceptions
You'll identify likely escalations and early-warning triggers, then follow the defined response process
You'll respond in real time to customer sentiment while protecting the business reputation
You'll track pending work allocation, maintain process records, and meet compliance requirements

What you bring

You bring experience in ORM, social media response, or content management
You have a graduate qualification in any discipline
You use stakeholder management, problem-solving, and analytical skills
You have financial services industry experience, which is preferred

Who this fits

You’ll suit a senior customer-focused role handling social channel requests for a credit card business. The position is based in Gurugram, India, and requires attention to response times, accuracy, customer satisfaction, and process adherence.

From the employer

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

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 the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for handling of social media requests from Credit Card holders to resolve customer services requests, complaints & queries as per agreed SLAs.

Role Accountability

Liaise with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity
Work proactively on probable escalation/Early Warning Signal triggers as per defined process
Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained
Own & track mapping and allocation pending volume
Ensure process documentation and compliance adherence

Measures of Success

FRT(First Response Time) Rate
Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
Customer Satisfaction
Process Adherence as per MOU

Technical Skills / Experience / Certifications

Experience in ORM/ Social Media Response / content management

Competencies critical to the role

Stakeholder Management
Problem-solving ability
Analytical Ablility

Qualification

Graduate in any discipline

Preferred Industry

FSI