Sr. Officer, Specialist, Contact Centre, Consumer Banking, Technology and Operations

4 weeks ago

Thane, India DBS Bank Full time

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 Enhance customer experience by proactively reaching out to customers to address servicing issues and help improve the contact rate by driving Demand Management agenda. To drive demand reduction over calls and chats via enhancing digital servicing model through chatbot guided conversations

Key Accountabilities

Enhance customer experience by proactively reaching out to customers to address servicing issues. Analyze demand failure and embed on customer journey to proactively understand the customer behaviour. Develop a forecast model to key call drivers for upcoming months basis existing data. Develop Customer Guided Conversation models via Chatbot to enhance digital servicing and reduce call / chats volumes. Represent CE forum with Business and regional team.

Job Duties & responsibilities

Demand management analysis and ember on customer journey to review the customer behaviour on various demand failure and proactively identify the gaps across customer personas and fulfill the needs. To develop process enhancement journeys to improve employee journey To develop digital servicing models to further reduce query volume received via calls / chats. To ensure “Good” audit rating pertaining to Demand, Management

Experience

5-8 years of experience in Customer Connect or Demand Management 2-5 years of experience in Project management or Process management experience is preferred

Education / Preferred Qualifications

Bachelor’s Degree from a recognised University (Engineer would be preferred) MBA would be an added advantage Six Sigma or COPC or PMP or Prince 2 certification would be an added advantage

Core Competencies

Good interpersonal and effective communication skills. Excellent analytical skills to deep dive on the data and presentation of various outputs. To be part of team & effective team player. Eye for details & meticulousness at the jobs assigned

Technical Competencies

Knowledge of Reputational Risk Management & Internal Control Guidelines. Good Interpersonal & Analytical Skill. Basic Knowledge and usage of social media Tools. Experience in working with various tools for tracking and sentiment

Work Relationship

Direct reporting to Head of Strategy & Customer experience Working relationship within Digital Bank Operations, Marketing Team, Legal & Compliance Team and various departments in region

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