Sr. Associate, Specialist, Contact Centre, Consumer Banking, Technology and Operations
DBS Bank
Chennai, Tamil Nadu, India
2d ago

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation.

In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Purpose

  • To enhance customer experience by proactively identifying & fixing the potential process / product gaps there by reducing the failure demand at the service channel (calls, emails, and chats)
  • Find the optimal solution to migrate the volumes to digital self-servicing model through chatbot guided conversations and other digital platforms
  • Key Accountabilities

  • Analyze various customer touchpoints data and embed on customer journey to proactively understand the customer behavior and failure demand reasons.
  • Develop a forecast model to key call & email drivers for upcoming months basis existing data
  • Develop customer guided conversation models via Chatbot to enhance digital servicing and reduce call, emails, and chats volumes
  • Represent customer excellence forum with Business and regional teams
  • Bachelor’s Degree from a recognised University
  • MBA would be an added advantage
  • Six Sigma or COPC or PMP or Prince 2 certification would be an added advantagek with relevant business & product teams to highlight the customer pain point drive the changes in process / product
  • Job Duties & responsibilities

  • Identify demand trends & forecasts risks and develop effective mitigation plans
  • Collaborate with multiple stakeholders (internal / external) in developing cost-effective digital initiatives
  • Ability to generate and effectively implement plan / ideas for volume reduction and customer experience enhancement
  • To develop process enhancement journeys to improve customer journey
  • To ensure Good audit rating pertaining to Demand management as per bank standards
  • Experience

  • 8+ years of experience in Customer Centre, Digital Operations
  • Credit Card and Banking product knowledge is preferable
  • Experience in handling large data sets
  • Education / Preferred Qualifications

  • Bachelor’s Degree from a recognised University
  • MBA would be an added advantage
  • Six Sigma or COPC or PMP or Prince 2 certification would be an added advantage
  • Core Competencies

  • Good interpersonal and effective communication skills
  • Ability to handle large number of data & derive insights through deep analytics
  • Good knowledge of process improvement methodology (Lean / Kaizen / Six-sigma)
  • Eye for details & meticulousness at the jobs assigned
  • Project Management skills
  • Technical Competencies

  • Knowledge of data mining / visualization tools (Tableau QV / Power Bi)
  • Good knowledge of the SQL & Python
  • Working Knowledge Process mapping & usage of tolls like Visio etc
  • Knowledge on RPA will be added advantage
  • Work Relationship

  • Direct reporting to Head of Demand Management & Guided Conversation
  • Working relationship within Digital Bank Operations, Marketing Team, Legal & Compliance Team, and various departments in region
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