Associate, Specialist, Customer Service, Contact Centre-Planning/Monitoring, Consumer Banking, Technology and Operations
6 days ago
Associate, Specialist, Customer Service, Contact Centre-Planning/Monitoring, Consumer Banking, Technology and Operations-(WD79080)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. Key Requirements Job Purpose Process & risk driven Data Analytics and MIS to provide a great customer and employee experience by effectively delivering real-time management with the purpose of optimizing resources, risk controls to achieve business objectives. To manage the Call Centre Financials including Budgeting and Reconciling all the expenses To identify and implement revenue generating opportunities from CCTR Key Accountabilities Drive analytics to identify efficiency gaps in CCTR processes Monitor the CCTR expenses to ensure the Costs stay within Budget Liaise with multiple team to identify cost saving opportunities Liaise with multiple stakeholders to identify efficiency enhancing opportunities. Drive improvement projects Deliver required reports for effective measurement of CCTR metrics Job Duties & Responsibilities MIS/Analytics, WFM: Perform WFM related activities – Forecasting, Staffing, Scheduling, RTA Generates performance data and dashboards. Publishes performance score cards Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership Make presentations to various levels of management when required Proficient in MS Excel and VBA macro, Power apps are added advantage Experience in WFM tools ( i.e Verint WFM,Nice IEX) Strategic Projects Be the CCTR SPOC for various strategic projects Ensure all the needs from CCTR are satisfied as part of project development Ensure the Servicing scenario is streamlined and efficient. Experience 10+ years of experience in diverse profiles (Operations, WFM, Analytics, Project Mgmt) in CCTR/related industries Education / Preferred Qualifications Bachelor’s Degree from a recognised University Primary Location :India-Maharashtra-PuneJob :Customer ServiceSchedule :RegularEmployee Status :Full-time:Job Posting :Nov 17, 2025, 3:56:07 AM
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Pune, India DBS Bank Full timeAssociate, Specialist, Customer Service, Contact Centre-Planning/Monitoring, Consumer Banking, Technology and Operations-(WD74505)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...
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Pune/Pimpri-Chinchwad Area, India DBS Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per yearBusiness 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 time ₹ 12,00,000 - ₹ 36,00,000 per yearBusiness Function: As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our...
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Pune, India DBS Bank Full timeAssociate, Treasure Relationship Manager, Consumer Banking Group-(WD78782)Business Function As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions across 600 branches across the country. As a market leader in the consumer banking business, DBS has a full spectrum of products...
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Pune, India DBS Bank Full timeSenior Associate, Treasures Relationship Manager, Consumer Banking Group-(WD78797)Business Function As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions across 600 branches across the country. As a market leader in the consumer banking business, DBS has a full spectrum of...
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