Analyst, Specialist, Contact Centre, Consumer Banking, Technology and Operations
5 days ago
Business 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 partners through our multiple banking delivery channels.Key RequirementsJob 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 CCTRKey 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 metricsJob Duties & ResponsibilitiesMIS/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* 5+ years of experience in diverse profiles (Operations, WFM, Analytics, Project Mgmt) in CCTR/related industriesEducation / Preferred Qualifications* Bachelor's Degree from a recognised University
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VP - Contact Centre(Ecomm/OTA)
2 weeks ago
Mumbai, Maharashtra, India Customer Capital Full time ₹ 15,00,000 - ₹ 25,00,000 per yearCustomer Capitalis at the forefront of providing innovative Product as a Service- solutions, tailored to meet the needs of large enterprises. We specialize in creating commerce platforms— including shopping, travel, and deals—that are seamlessly integrated with loyalty programs to serve the end customers of our clients.As a funded company founded by...
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Mumbai, Maharashtra, India at DBS Full time ₹ 1,04,000 - ₹ 1,30,878 per yearAnalyst, Specialist, Operations, Trns Svcs-Trade Operations, Corporate Banking, Technology and Operations - (WD 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...
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Contact Centre Manager
2 weeks ago
Mumbai, Maharashtra, India Cygnus Ad Consulting Full time ₹ 15,00,000 - ₹ 25,00,000 per yearContact Centre Manager to lead outsourced partner ops across call centre & social media. Drive SLA adherence, cost governance, escalations & CX. Champion Training & Quality to boost CSAT, FCR & seamless alignment with AMC & field service teams Required Candidate profile8–12 yrs exp in contact centre/customer service ops with proven expertise in...
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Mumbai, Maharashtra, India DBS Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per yearBusiness FunctionAs 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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Quality Analyst
1 week ago
Navi Mumbai, Maharashtra, India Digitide Full time ₹ 6,00,000 - ₹ 12,00,000 per yearPosition Title: Quality Analyst Banking/BFSI Contact CentreLocation: Turbhe, Navi MumbaiRole Overview: We are hiring a Quality Analyst with hands-on experience in auditing banking/BFSI sales or service calls. The role involves monitoring interactions, ensuring compliance, and driving improvements in service quality and customer satisfaction.Key...
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Centre Head
7 days ago
Navi Mumbai, Maharashtra, India T And M Services Consulting Full time ₹ 20,00,000 - ₹ 25,00,000 per yearJob Title: Centre Head (CH) Cyber Security Centre of ExcellenceBasic Qualifications (Mandatory)BE/ B.Tech in any discipline from a University/Institution/Board recognized by Govt. of India/approved by Govt. Regulatory bodies. ORMCA/ M.E./ M.Tech/ M.Sc in any discipline from a University/Institution/Board recognized by Govt. of India/approved by Govt....
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Consumer Insights Specialist
2 days ago
Mumbai, Maharashtra, India Attyr Full time ₹ 6,00,000 - ₹ 12,00,000 per yearCompany DescriptionAttyr is building a next-gen fashion platform. We aim to bring in consumer insights in decisioning on what features to build and what not to.Role DescriptionThis is an internship role for a Consumer Insights Specialist. The Consumer Insights Specialist will be responsible for conducting market research, analyzing consumer data, and...
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Mumbai, Maharashtra, India DBS Bank Full time ₹ 1,80,000 - ₹ 2,40,000 per yearBusiness FunctionAs 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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Mumbai, Maharashtra, India DBS Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per yearBusiness FunctionAs 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 and services, including deposits (incl. structured solutions for NRI),...
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Banking Analyst
2 weeks ago
Mumbai, Maharashtra, India Citi Full time ₹ 5,00,000 - ₹ 15,00,000 per yearAbout Mumbai Industry Analytics Group (MIAG)The Mumbai Industry Analytics Group works with Investment Banking teams who partner with corporate clients to achieve their strategic goals. Our bankers focus on helping clients with their most important strategic decisions and transactions.Position SummaryAs an analyst, you will help us deliver value to our...
