Job Description
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
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
💡 Quick Summary
Seeking a career-building opportunity? The Analyst| Generalist| Customer Operations Data Science position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
