ASTOFFCR, Specialist, Contact Centre, Consumer Banking, Technology And Operations
1 month ago
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.
Job Purpose
To 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 staff To monitor calls/chat/ emails of CSO and provide appropriate feedback To serve as the training contact point and conduct internal product & process training and service skills training Follow risk and compliance procedure Responsible for the MIS – to provide the stats/reports requested by management/operations/BU for the regional call centre Responsible for the Knowledge Management – to facilitate and help maintain Knowledge Management website for India Call Centre Ability to handle teams across locations (Remote)Key Accountability & Responsibility
Operations Management
To track real time service metrics performance of the call center To assist CSO with queries on floor and handle customer escalations To provide daily product and process related updates to the operations team To track attendance / schedule adherence of CSOs Provide feedback on performance and guide them on performance improvement Maintain good rapport with internal and external stakeholdersQuality & Training
Monitor / Evaluate – Live or recorded calls/chats Conduct quality assessment and refresher trainings Identify training needs for CSO Collate and prepare quality monitoring reports Be part of calibration session Provide adequate coaching and feedback to CSO’s Frequently revisit and review process and update training and risk team To serve as single point contact for knowledge management updates.Knowledge Management
To continually review customer enquiries, collect accurate information and submission to KM team to internal portal. To ensure updated and accurate information in Knowledge Management portal Act as a central contact with relevant Bus/SUs to obtain required information.Workforce Management
To coordinate with WFM, also act as back up to monitor Service levels, staffing, reports, analyse volume trend based on demand / top drivers To circulate call centre performance metrics MI To assist in volume forecast and schedule.Employee Management
To know the pulse of each team member – Strength and area of improvements Be approachable and engage well with the team Encourage team members and drive them to achieve team and unit goals Guide them to enhance their skills To create and maintain joyful working environment at all timesExperience
Non-technical Experience
Excellent Communication skills, good writing skills Preferred multiple regional language Employee engagement skillsTechnical Experience
Experience in banking / financial institutions is preferred Experience in operations management of a contact centre Six Sigma or COPC or Project management experience is an additional advantage Expert in Ms officeMinimum No. of Years
5-8 years of experience with 2 years minimum in managing people in a BPOEducation / Preferred Qualifications
Graduate / MBA is preferred-
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 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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