Sr. Associate, Specialist, Contact Centre
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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 Banks operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Job Purpose
Key Accountabilities
Job Duties & responsibilities
Experience
Education / Preferred Qualifications
Core Competencies
Technical Competencies
Work Relationship
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 Banks operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Job Purpose
- To enhance customer experience by proactively identifying & fixing the potential process /product gaps there by reducing the failure demand at the service channel (calls, emails, and chats)
- Find the optimal solution to migrate the volumes to digital self-servicing model through chatbot guided conversations and other digital platforms
Key Accountabilities
- Analyze various customer touchpoints data and embed on customer journey to proactively understand the customer behavior and failure demand reasons.
- Develop a forecast model to key call & email drivers for upcoming months basis existing data
- Develop customer guided conversation models via Chatbot to enhance digital servicing and reduce call, emails, and chats volumes
- Represent customer excellence forum with Business and regional teams
- Wor
- Bachelor s Degree from a recognised University
- MBA would be an added advantage
- Six Sigma or COPC or PMP or Prince 2 certification would be an added advantagek with relevant business & product teams to highlight the customer pain point drive the changes in process / product
Job Duties & responsibilities
- Identify demand trends & forecasts risks and develop effective mitigation plans
- Collaborate with multiple stakeholders (internal/external) in developing cost-effective digital initiatives
- Ability to generate and effectively implement plan / ideas for volume reduction and customer experience enhancement
- To develop process enhancement journeys to improve customer journey
- To ensure Good audit rating pertaining to Demand management as per bank standards
Experience
- 8+ years of experience in Customer Centre, Digital Operations
- Credit Card and Banking product knowledge is preferable
- Experience in handling large data sets
Education / Preferred Qualifications
- Bachelor s Degree from a recognised University
- 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
- Ability to handle large number of data & derive insights through deep analytics
- Good knowledge of process improvement methodology (Lean /Kaizen /Six-sigma)
- Eye for details & meticulousness at the jobs assigned
- Project Management skills
Technical Competencies
- Knowledge of data mining / visualization tools (Tableau QV/Power Bi)
- Good knowledge of the SQL & Python
- Working Knowledge Process mapping & usage of tolls like Visio etc
- Knowledge on RPA will be added advantage
Work Relationship
- Direct reporting to Head of Demand Management & Guided Conversation
- Working relationship within Digital Bank Operations, Marketing Team, Legal & Compliance Team, and various departments in region
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