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

2.00 to 8.00 Years   Chennai   05 Jul, 2022
DBS Asia Hub 2
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaFinance / Accounts / TaxGeneral / Other Software
EmploymentTypeFull-time

Job Description

    *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 Banks 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 procedures
    • 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 & ResponsibilityOperations 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 stakeholders
    Quality & 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 times
    ExperienceNon-technical Experience
    • Excellent Communication skills, good writing skills
    • Preferred multiple regional language
    • Employee engagement skills
    Technical 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 office
    Minimum No. of Years
    • 5-8 years of experience with 2 years minimum in managing people in a BPO
    Education / Preferred Qualifications
    • Graduate / MBA is preferred
    ,

Keyskills :
ms officecontact centertraining needsservice levelsprocess trainingproject managementquality monitoringperformance metricsworking environmentknowledge managementcommunication skills

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