ASTOFFCR, Specialist, Contact Centre, Consumer Banking, Technology And Operations
3 days ago
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 PurposeTo 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 staffTo monitor calls/chat/ emails of CSO and provide appropriate feedbackTo serve as the training contact point and conduct internal product & process training and service skills trainingFollow risk and compliance procedureResponsible for the MIS – to provide the stats/reports requested by management/operations/BU for the regional call centreResponsible for the Knowledge Management – to facilitate and help maintain Knowledge Management website for India Call CentreAbility to handle teams across locations (Remote)Key Accountability & ResponsibilityOperations ManagementTo track real time service metrics performance of the call centerTo assist CSO with queries on floor and handle customer escalationsTo provide daily product and process related updates to the operations teamTo track attendance / schedule adherence of CSOsProvide feedback on performance and guide them on performance improvementMaintain good rapport with internal and external stakeholdersQuality & TrainingMonitor / Evaluate – Live or recorded calls/chatsConduct quality assessment and refresher trainingsIdentify training needs for CSOCollate and prepare quality monitoring reportsBe part of calibration sessionProvide adequate coaching and feedback to CSO’sFrequently revisit and review process and update training and risk teamTo serve as single point contact for knowledge management updates.Knowledge ManagementTo continually review customer enquiries, collect accurate information and submission to KM team to internal portal.To ensure updated and accurate information in Knowledge Management portalAct as a central contact with relevant Bus/SUs to obtain required information.Workforce ManagementTo coordinate with WFM, also act as back up to monitor Service levels, staffing, reports, analyse volume trend based on demand / top driversTo circulate call centre performance metrics MITo assist in volume forecast and schedule.Employee ManagementTo know the pulse of each team member – Strength and area of improvementsBe approachable and engage well with the teamEncourage team members and drive them to achieve team and unit goalsGuide them to enhance their skillsTo create and maintain joyful working environment at all timesExperienceNon-technical ExperienceExcellent Communication skills, good writing skillsPreferred multiple regional languageEmployee engagement skillsTechnical ExperienceExperience in banking / financial institutions is preferredExperience in operations management of a contact centreSix Sigma or COPC or Project management experience is an additional advantageExpert in Ms officeMinimum No. of Years5-8 years of experience with 2 years minimum in managing people in a BPOEducation / Preferred QualificationsGraduate / MBA is preferred
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Pune, India DBS Bank Full timeBusiness 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...
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pune, India DBS Bank Full timeBusiness 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...
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pune, India DBS Bank Full timeBusiness 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...
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Pune, India DBS Bank Full timeBusiness 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...
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Pune, Maharashtra, India DBS Bank Full timeBusiness FunctionGroup 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...
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Pune, Maharashtra, India DBS Bank Full timeBusiness 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...
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Pune, India DBS Bank Full timeBusiness 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...
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Pune, Maharashtra, India DBS Bank Full timeBusiness 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...
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pune, India DBS Bank Full timeBusiness 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...
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Pune, India DBS Bank Full timeBusiness 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...
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pune, India DBS Bank Full timeBusiness 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...
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Pune, India DBS Bank Full timeBusiness Function : 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...
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Pune, India DBS Bank Full timeBusiness Function : 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...
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