📌 Core Information
🔹 Job Title: Executive - Marketing Operations
🔹 Company: SBI Card
🔹 Location: Gurgaon, Haryana
🔹 Job Type: On-site
🔹 Category: Financial Services
🔹 Date Posted: April 15, 2025
🔹 Experience Level: 0-2 years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Processing customer offers such as cashback, reward points, and surcharge waivers
- Supporting marketing communications and fulfillments
- Resolving customer complaints and escalations
- Ensuring accuracy and timeliness in case closures
ASSUMPTION: This role requires a strong customer focus, attention to detail, and the ability to work in a fast-paced environment. It also involves handling sensitive customer information, so discretion and professionalism are key.
📋 Key Responsibilities
✅ Process customer offers such as cashback, reward points, and surcharge waivers accurately and timely
✅ Support marketing communications and fulfillments by ensuring timely and accurate processing of offers and rewards
✅ Resolve customer complaints and escalations by understanding the root cause, providing appropriate solutions, and ensuring wing-to-wing closure
✅ Ensure completion of cases within defined timelines and quality standards
✅ Coordinate with cross-functional teams to resolve complex issues and influence decisions
✅ Highlight issues and process improvements to reduce complaints and escalations and enhance customer experience
✅ Track and analyze metrics to identify trends, reduce repeat complaints, and improve overall performance
✅ Perform process documentation and compliance adherence
✅ Undertake special assignments as directed by the reporting manager
ASSUMPTION: This role involves a high degree of multitasking and requires strong organizational skills to manage multiple cases and deadlines effectively.
🎯 Required Qualifications
Education: Graduate in any discipline
Experience: 0-2 years of experience in a customer service or operations role
Required Skills:
- Understanding of the card industry and mainframe systems
- Knowledge of marketing campaigns, rewards, and offers
- Strong verbal and written communication skills
- Analytical skills
- Process orientation
Preferred Skills:
- Experience in the financial services industry
- Knowledge of SQL or other database languages
ASSUMPTION: While a background in the financial services industry is not required, it would be beneficial for understanding the context and nuances of the role.
💰 Compensation & Benefits
Salary Range: INR 3.5-5.0 lakhs per annum (Estimated, based on industry standards for entry-level marketing operations roles in Gurgaon)
Benefits:
- Wellness Program
- Rewards and Recognition
- Inclusive Health Benefits (Medical Insurance, Personal Accidental Insurance, Group Term Life Insurance, Annual Health Checkup, Dental Benefits, OPD Benefits)
- Learning and Development Framework
Working Hours: Full-time (40 hours per week), with flexible work arrangements available
ASSUMPTION: The salary range provided is an estimate based on industry standards for entry-level marketing operations roles in Gurgaon. Actual compensation may vary based on the candidate's qualifications and experience.
📌 Applicant Insights
🔍 Company Context
Industry: Financial Services, specifically focused on credit cards and value-added payment products and services
Company Size: 1,001-5,000 employees, which means a mid-sized organization with established processes and a structured work environment
Founded: 1998, with a rich history in the Indian financial services industry
Company Description:
- 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
- Committed to building an environment where people can thrive and create a better future for everyone
- Proud to be an equal opportunity and inclusive employer
Company Specialties:
- Credit Cards & Value-added payment products and services
Company Website: https://www.sbicard.com
ASSUMPTION: SBI Card's extensive experience in the credit card industry and its commitment to customer-centricity make it an attractive employer for candidates seeking a career in financial services.
📊 Role Analysis
Career Level: Entry-level to mid-level, with opportunities for growth and development within the marketing operations function
Reporting Structure: This role reports directly to the Marketing Operations Manager
Work Arrangement: On-site, with flexible work arrangements available
Growth Opportunities:
- Progression within the marketing operations function, such as becoming a senior marketing operations executive or moving into a specialist role
- Opportunities to work on cross-functional projects and gain exposure to other areas of the business
- Potential to move into a management role, overseeing a team of marketing operations executives
ASSUMPTION: This role offers a clear career path for candidates looking to build a career in marketing operations within the financial services industry.
🌍 Location & Work Environment
Office Type: Corporate office environment in Gurgaon, Haryana
Office Location(s): Infinity Tower, DLF City Phase 2, Gurgaon, Haryana 122002, IN
Geographic Context:
- Gurgaon is a major IT and financial hub in India, with a vibrant job market and numerous opportunities for professional growth
- The office is located in a modern, well-connected business district with easy access to public transportation
- The city offers a mix of traditional Indian culture and modern urban lifestyle, with numerous dining, entertainment, and recreational options
Work Schedule: Monday to Friday, 9:00 AM to 6:00 PM, with flexible work arrangements available
ASSUMPTION: Gurgaon's thriving business environment and diverse cultural scene make it an attractive location for professionals seeking a dynamic and engaging work environment.
💼 Interview & Application Insights
Typical Process:
- Online application and resume screening
- Phone or video screening to assess communication skills and cultural fit
- On-site or virtual interview with the hiring manager and team members to discuss the role, responsibilities, and expectations
- Final round interview with senior leadership to assess fit for the organization and long-term growth potential
Key Assessment Areas:
- Customer service skills and experience
- Problem-solving abilities and analytical thinking
- Attention to detail and accuracy in processing tasks
- Communication skills and the ability to work effectively in a team
Application Tips:
- Highlight relevant experience and skills in your resume, focusing on customer service, operations, and process improvement
- Tailor your cover letter to demonstrate your understanding of the role and your fit for the company's culture
- Prepare for behavioral interview questions that focus on your problem-solving skills, customer service experience, and ability to work in a fast-paced environment
ATS Keywords: Marketing Operations, Customer Service, Process Improvement, Credit Card Industry, Mainframe Systems, Rewards Management, Escalation Handling, Data Analysis, Compliance Adherence
ASSUMPTION: SBI Card's recruitment process is designed to assess candidates' technical skills, cultural fit, and long-term potential, with a focus on finding the best fit for both the candidate and the organization.
🛠️ Tools & Technologies
- Mainframe systems
- Customer relationship management (CRM) software
- Data analysis and reporting tools
- Project management software
ASSUMPTION: While specific tools and technologies may vary based on the role and team, the marketing operations function at SBI Card is likely to use a combination of mainframe systems, CRM software, and data analysis tools to manage customer offers, communications, and complaints.
👔 Cultural Fit Considerations
Company Values:
- Customer-centricity
- Integrity and transparency
- Collaboration and teamwork
- Continuous learning and improvement
Work Style:
- Customer-focused and results-driven
- Collaborative and team-oriented
- Adaptable and resilient in a fast-paced environment
- Analytical and detail-oriented
Self-Assessment Questions:
- Do you have a strong customer focus and a passion for delivering exceptional customer service?
- Are you comfortable working in a fast-paced, dynamic environment and managing multiple priorities?
- Do you have strong analytical skills and a keen eye for detail?
- Are you a collaborative team player who thrives in a supportive and inclusive work environment?
ASSUMPTION: SBI Card's culture is built on a foundation of customer-centricity, integrity, and collaboration, with a strong focus on continuous learning and improvement. Candidates who share these values and are passionate about delivering exceptional customer service are likely to thrive in this environment.
⚠️ Potential Challenges
- Handling a high volume of customer complaints and escalations, which can be stressful and time-consuming
- Working in a fast-paced environment with tight deadlines and competing priorities
- Navigating complex processes and systems, including mainframe systems and multiple databases
- Managing sensitive customer information and ensuring compliance with data protection regulations
ASSUMPTION: While these challenges may present obstacles for some candidates, they also offer opportunities for growth, learning, and career development within the marketing operations function.
📈 Similar Roles Comparison
- This role is similar to entry-level or junior marketing operations roles in other financial services or credit card companies, with a focus on customer service, process improvement, and data analysis
- However, SBI Card's extensive experience in the Indian credit card industry and its commitment to customer-centricity set it apart from other employers in the market
- Career progression in this role may involve moving into a specialist or management role within marketing operations, or transitioning into a related function, such as customer experience or customer success
ASSUMPTION: While this role may share similarities with other entry-level marketing operations roles, SBI Card's unique position in the Indian credit card industry and its focus on customer-centricity make it a distinctive employer of choice for candidates seeking a career in financial services.
📝 Sample Projects
- Developing and implementing a new process for managing customer complaints and escalations, resulting in a 20% reduction in repeat complaints
- Analyzing customer data to identify trends and opportunities for improving customer engagement and retention
- Collaborating with cross-functional teams to develop and execute a marketing campaign, resulting in a 15% increase in customer engagement
ASSUMPTION: These sample projects illustrate the range of responsibilities and opportunities available to marketing operations executives at SBI Card, from process improvement and data analysis to cross-functional collaboration and campaign execution.
❓ Key Questions to Ask During Interview
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does this role support the overall marketing operations function and the broader business objectives of SBI Card?
- What opportunities are there for professional development and career growth within the marketing operations function and the broader organization?
- How does SBI Card support work-life balance for its employees, and what resources are available to help employees manage their personal and professional responsibilities?
- What is the team structure and dynamics, and how does this role fit into the broader organizational context?
ASSUMPTION: These questions are designed to help candidates better understand the role, the team, and the organization, and to assess the fit between their personal and professional goals and the opportunities available at SBI Card.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the online application portal
- Tailor your resume and cover letter to highlight your relevant experience and skills, focusing on customer service, operations, and process improvement
- Prepare for the interview by researching SBI Card's business, industry, and culture, and by practicing common interview questions and your responses
- Follow up with the hiring manager or recruiter after the interview to express your appreciation for the opportunity and to reiterate your interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
