Analyst, Specialist, Operations, Digi ATM Ops, Consumer Banking, Technology and Operations
2 weeks 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 PurposeThe 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 AccountabilitiesProvide 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 clientsDeliver 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 & ResponsibilitiesManage the daily running of the Outsourced Service Provider’s call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operationsUndertake needs assessments, performance reviews and cost/benefit analysesSet/meet performance targets for speed, efficiency and qualityEnsure all relevant communications and data are updated and recordedLiaise with supervisors, team leaders, operatives and third parties to gather information and resolve issuesMaintain up-to-date knowledge of industry developments and involvement in networksMonitor random calls to improve quality, minimise errors and track operative performanceCoordinate staff recruitment, write job adverts and liaise with HR staffReview the performance of staff, identify training needs and plan training sessionsRecord statistics, user rates and the performance levels of the centrePrepare reports on these statistics, rates, and performance levelsHandle the most complex customer complaints or enquiriesCo-ordinate bonus, reward, and incentive schemes.Experience12+ years of experience in Contact Centre ManagementEducation / Preferred QualificationsBachelor’s Degree from a recognised University and MBA in would be an added advantageTechnical CompetenciesRelationship 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 goalsVendor 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 necessaryTechnology 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 innovationProject 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 vendorsData 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 improvementContinuous 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 outcomesCore CompetenciesExcellent communication skills, both written and verbalStrong interpersonal skills to be able to deal with people at all levelsAnalytical skills to interpret data and trendsNumerical skills to understand financial and budget managementA strong customer focus and excellent telephone mannerLeadership skills and the ability to motivate and develop staffThe ability to work well in teamsThe ability to work under pressure, manage your time effectively and work on your own initiativeA desire to help others work towards targets and develop their skillsConfidence and good business senseThe ability to set, meet and exceed targetsA focused and self-motivated approach to workA flexible attitude and the ability to manage change.Work RelationshipDirect reporting to Cards Head – Contact Centre, DBS IndiaWorking relationship within Digital Bank Operations, BU team, tech Team and various departments in regional team
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Chennai, Tamil Nadu, 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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Chennai, 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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chennai, 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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Chennai, Tamil Nadu, 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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chennai, 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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Chennai, 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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Chennai, 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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chennai, 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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Chennai, 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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