DBS Bank
Analyst Specialist Contact Centre Consumer Banking Technology And Operations (Remote)
Analyst Specialist Contact Centre Consumer Banking TechnologyAnd Operations | DBS Bank | India
Business Function
Group Technology and Operations (T&O) enables and empowers thebank with an efficient, nimble and resilient infrastructure through astrategic focus on productivity, quality & control, technology, peoplecapability and innovation. In Group T&O, we manage the majority of theBank’s operational processes and inspire to delight our business...
Analyst Specialist Contact Centre Consumer Banking Technology And Operations | DBS Bank | India
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 provide day to day operations management of the contact center, ensuring smooth running of department to meet the needs of business and individuals.
- To serve as the first level escalation point for customers requesting to speak to senior staff
- To monitor calls/chat/ emails of CSO and provide appropriate feedback
- To serve as the training contact point and conduct internal product & process training and service skills trainin
- Follow risk and compliance procedures
- Responsible for the MIS – to provide the stats/reports requested by management/operations/BU for the regional call centre
- Responsible for the Knowledge Management – to facilitate and help maintain Knowledge Management website for India Call Centre
- Ability to handle teams across locations (Remote)
Key Accountabilities
Operations Management:
- To track real time service metrics performance of the call center
- To assist CSO with queries on floor and handle customer escalation
- To provide daily product and process related updates to the operations team
- To track attendance / schedule adherence of CSOs
- Provide feedback on performance and guide them on performance improvement
- Maintain good rapport with internal and external stakeholders
Knowledge Management:
- To continually review customer enquiries, collect accurate information and submission to KM team to internal portal.
- To ensure updated and accurate information in Knowledge Management portal
- Act as a central contact with relevant Bus/SUs to obtain required information.
Employee Management:
- To know the pulse of each team member – Strength and area of improvements
- Be approachable and engage well with the team
- Encourage team members and drive them to achieve team and unit goals
- Guide them to enhance their skills
- To create and maintain joyful working environment at all times
Key Responsibilities
Quality & Training:
- Monitor / Evaluate – Live or recorded calls/chats
- Conduct quality assessment and refresher trainings
- Identify training needs for CSO
- Collate and prepare quality monitoring reports
- Be part of calibration session
- Provide adequate coaching and feedback to CSO’s
- Frequently revisit and review process and update training and risk team
- To serve as single point contact for knowledge management updates.
Workforce Management:
- To coordinate with WFM, also act as back up to monitor Service levels, staffing, reports, analyse volume trend based on demand / top drivers
- To circulate call centre performance metrics MI
- To assist in volume forecast and schedule.
- Experience
Non-technical Experience:
- Excellent Communication skills, good writing skills
- Preferred multiple regional language
- Employee engagement skills
Technical Experience
- Experience in banking / financial institutions is preferred
- Experience in operations management of a contact centre
- Six Sigma or COPC or Project management experience is an additional advantage
- Expert in Ms office
Experience
- 5-8 years of experience with 2 years minimum in managing people in a BPO
Education / Preferred Qualifications
- Graduate / MBA is preferred
Core Competencies
- Team Handling
- Complaint handling & Escalation Management
- Drive Team metrics/Deliverables
- Decision making skills
- Customer Focus
- Flexibility
- Stakeholder Management
- Vendor Management
Technical Competencies
- Analytical skills
- Prepare Team reports
Work Relationship
- Direct reporting to Operations Manager
- Customer Centre Management Team.
- Staff across all levels and divisions in Customer Centre
- Internal & External Vendors.
- BU/Product Managers
Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
