Analyst, Specialist, Contact Centre, Consumer Banking, Technology and Operations

6 days ago

Mumbai, Maharashtra, India DBS Bank Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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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