Analyst, Specialist, Operations, Digi ATM Ops, Consumer Banking, Technology and Operations

4 weeks ago

chennai, India DBS Bank Full time

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

The Service Delivery Manager (SDM) Credit Cards Service is responsible to “RUN THE BANK”. To Effectively lead the daily operations of the Outsourced Contact Centre (OSP) ensuring all the SLAs are met and all KPIs are achieved across multiple channels of customer service.

The SDM is also supposed to coordinate with mangers of multiple service channels of OSP to identify process / product / skill gaps and ensure relevant enhancements and process trainings are conducted for better customer and employee journeys. 

Key Accountabilities

Provide strong, dynamic leadership that mentors, develops, and guides OSP team members to efficiently leverage the value of every call for maximum net reservation revenue to clients Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development, Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center, Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction, Manage and expand client relationships, Close new revenue opportunities and leads within the existing client base, Ensure compliance with regulatory agency guidelines and standards.

Job Duties & Responsibilities

Manage the daily running of the Outsourced Service Provider’s call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations Undertake needs assessments, performance reviews and cost/benefit analyses Set/meet performance targets for speed, efficiency and quality Ensure all relevant communications and data are updated and recorded Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues Maintain up-to-date knowledge of industry developments and involvement in networks Monitor random calls to improve quality, minimise errors and track operative performance Coordinate staff recruitment, write job adverts and liaise with HR staff Review the performance of staff, identify training needs and plan training sessions Record statistics, user rates and the performance levels of the centre Prepare reports on these statistics, rates, and performance levels Handle the most complex customer complaints or enquiries Co-ordinate bonus, reward, and incentive schemes.

Experience

12+ years of experience in Contact Centre Management

Education / Preferred Qualifications

Bachelor’s Degree from a recognised University and MBA in would be an added advantage

Technical Competencies

Relationship Management : Ability to build and maintain strong relationships with vendors, acting as a liaison between the vendor and the organization. This includes effective communication, conflict resolution, and managing expectations to achieve mutually agreed-upon goals Vendor Performance Monitoring : The ability to track and assess vendor performance against agreed-upon metrics, such as delivery timelines, quality standards, and customer satisfaction. This involves implementing performance monitoring systems, analysing data, and taking corrective actions when necessary Technology and Industry Knowledge : Staying up to date with the latest industry trends, emerging technologies, and best practices relevant to the vendor's products or services. This enables the vendor manager to make informed decisions, provide guidance, and identify potential areas for improvement or innovation Project Management : A solid understanding of project management principles and methodologies to effectively coordinate vendor-related projects. This includes defining project scope, setting milestones, managing timelines and budgets, and ensuring successful project delivery in collaboration with vendors Data Analysis and Reporting : Proficiency in collecting, analysing, and interpreting data related to vendor performance, costs, and other relevant metrics. This involves using tools and techniques to generate reports, identify trends, and provide actionable insights for decision-making and vendor performance improvement Continuous Improvement : A mindset of continuous improvement to enhance vendor management processes and practices. This includes actively seeking feedback from stakeholders, identifying areas for improvement, and implementing strategies to optimize vendor relationships and outcomes

Core Competencies

Excellent communication skills, both written and verbal Strong interpersonal skills to be able to deal with people at all levels Analytical skills to interpret data and trends Numerical skills to understand financial and budget management A strong customer focus and excellent telephone manner Leadership skills and the ability to motivate and develop staff The ability to work well in teams The ability to work under pressure, manage your time effectively and work on your own initiative A desire to help others work towards targets and develop their skills Confidence and good business sense The ability to set, meet and exceed targets A focused and self-motivated approach to work A flexible attitude and the ability to manage change.

Work Relationship

Direct reporting to Cards Head – Contact Centre, DBS India Working relationship within Digital Bank Operations, BU team, tech Team and various departments in regional team

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