Specialist, Contact Centre, Consumer Banking

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 improve the quality of customer interactions and service fulfilment in the Service/Relationship Centre through independent Transaction Monitoring, Quality Review Presentation and Coaching To maintain and continuously improve Knowledge management engine in supporting the centre and business to deliver effortless digital banking experience to customers To deliver/govern training on NHIP (New hire induction program) and conduct refresher training. Monitory training efficacy through Pre and Post training scores To liaise with peer Team managers to. understand training requirements of the staff To liaise with Regional teams to develop employee training programmes as per need To liaise with the WFM team to develop a training plan / schedule To monitor and drive the completion of the Learning programs assigned by the regional teams to customer centre To monitor Customer Satisfaction Survey feedback to identify insights and share feedbackKey Accountabilities We are looking for a results-driven professional responsible for providing results driven leadership to the Quality Management System / Risk & Compliance. Key areas of accountability include planning, budgeting, resource management, scheduling, training, best practices, quality, and continuous improvementQuality Performance Provide complete service support to ensure the business meets or exceeds the agreed service deliverables Conduct projects and analysis of customer VOC and quality interaction data for continuous improvement Devising and conducting periodic dipstick to check on knowledge levels of CSOs on floor Identify TNIs based on quality performance. Suggest product and process changes based on inputs captured from customer and Credit Card Customer Centre team Drive feedback sessions with CSOs to keep them appraised of their strengths and development opportunitiesCustomer Help to clear internal processes and bottlenecks with a view to drastically improve servicing turnaround times (TATs) Support in training of CSR to ensure all customers receive prompt, courteous and high-quality service Track call monitoring activities and service quality indicatorsInternal Ensure the SOP management process on all related processes is updated & drive constant revision basis the changes Help in monitoring complaints and to ensure Complaint resolution within defined timelines Perform risk analysis, management, and prevention activities for DBS systems & applications Assess potential risks in business systems and develop appropriate mitigation plans Monitor business systems and identify and report violations of risk limits Analyse audit findings and assist in implementing audit recommendations Identify areas of concerns and suggest actions items Review business contracts, terms, and scope to identify any risks Propose new techniques and technologies for risk analysis and management Review and recommend improvements to existing risk modelling techniqueLearning & Knowledge Help to identify gaps in service delivery and ensure ongoing training and certification activities are held, covering all staff Identify areas for professional development of self and act to enhance professional development Conduct classroom trainingJob Duties & Responsibilities Never the same but always richly challenging, your workday might look like this Drive service quality aspects of the Service/Relationship Centre including transaction monitoring, compliance error checks, TNIs, Training Conduct transaction monitoring and calibration activities Analyse Centres performance and present findings/action plans for improvement Analyse and validate staff related complaints as part of Feedback Management and provide inputs for coaching Ensure timely maintenance and updation of knowledge management tool Continuously seek new methods of managing and categorizing information to facilitate centre and customers usage of knowledge management tool and contents in an efficient and easy manner Develop and continuously improve training curriculum and content for products, process, platforms, policies, and emotional skills and ensure speed to competency for all new hires Delivery of both technical and soft skills training for all staff in Credit Card Customer centre Conduct training needs analysis and implement appropriate innovations to step up existing staff capabilitiesRequired Experience 5-8 years of stand-up training experience preferably in banking industry and/or within Customer Servicing or Banking Operations environment Experience in a newly setup environment specialized in building and managing quality management processesEducation / Preferred Qualifications Bachelors Degree holder At least 2-4 years of proven team management experience in a contact centre environment, preferably in a banking industry Professional qualifications in the areas of Quality Management, Six Sigma, COPC will be an advantageCore Competencies We want collaborative and analytical team players like you with: Strong customer experience mind-set and result-oriented Strong interpersonal & verbal and written communications skills Good, effective, and engaging training delivery skills Strong coaching skills Good analytical skills Good judgement and problem-solving skills Able to organize information in a structured manner Able to work independently and in a group demonstrating leadership and teamwork where situation appliesTechnical Competencies Strong Process Improvement Skills Proficient in MS office tools, Ms Excel, Power point, Word Knowledge of Call Centre Tools, NICE / CMS preferredWork Relationship India Customer Centre management team and staff Consumer Banking Operations and Customer Centres Management teams and staff in the regionDBS India - Culture & Behaviors DBS is committed to building a culture where all employees are valued, respected and their opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Expected value driven behaviors are: Demonstrate Business Performance through PRIDE Value Based Propositions Ensure Customer Focus by Delighting Customers & Reduce Complaints Build Pride and Passion to Protect, Maintain and Enhance DBS Reputation Enhance Self Knowledge, Skills and develop Competencies aimed at continuous improvement Maintain the Highest Standards of Honesty and IntegrityPrimary LocationIndia-Tamil Nadu-ChennaiJobCustomer ServiceScheduleRegularJob TypeFull-timeJob PostingMar 27, 2024, 7:55:14 PM,

Keyskills :
Quality ManagementTrainingCustomer ServiceBanking OperationsTeam ManagementProcess ImprovementMS Office ToolsRiskCompliance