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
• Process & risk driven Data Analytics and MIS to provide a great customer and employee experience by effectively delivering real-time management with the purpose of optimizing resources, risk controls to achieve business objectives.
• To manage the Call Centre Financials including Budgeting and Reconciling all the expenses
• To identify and implement revenue generating opportunities from CCTR
Key Accountabilities
• Drive analytics to identify efficiency gaps in CCTR processes
• Monitor the CCTR expenses to ensure the Costs stay within Budget
• Liaise with multiple team to identify cost saving opportunities
• Liaise with multiple stakeholders to identify efficiency enhancing opportunities.
• Drive improvement projects
• Deliver required reports for effective measurement of CCTR metrics
Job Duties & responsibilities
MIS/Analytics, WFM
• Perform WFM related activities – Forecasting, Staffing, Scheduling, RTA
• Generates performance data and dashboards. Publishes performance score cards
• Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers
• Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership
• Make presentations to various levels of management when required
Finance Management
• Perform Cost analysis for CCTR expenses
• Monitor monthly provisions and actual expenses to ensure that the costs remain within budgeted values
• Periodically review the various cost items impacting CCTR
• Work with multiple stakeholders to explore and drive revenue generating operations
Strategic Projects
• Be the CCTR SPOC for various strategic projects
• Ensure all the needs from CCTR are satisfied as part of project development
• Ensure the Servicing scenario is streamlined and efficient.
Experience
• 12+ years of experience in diverse profiles (Operations, WFM, Analytics, Project Mgmt) in CCTR/related industries
Education / Preferred Qualifications
• Bachelor's Degree from a recognised University and MBA in finance domain 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.
• Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy
Technical Competencies
• Good Interpersonal & Analytical Skill.
• Advanced knowledge on various statistical tools.
• Experience with industry standard database technology
• Knowledge of web/app analytics is an added advantage
• Advance knowledge in MS office especially in MS Excel
• Experience with Analytical tools phython, R is an added advantage
• Excellent excel and power-point skills
Work Relationship
• Direct reporting to AVP – Strategic Planning, People Engagement & Analytics
• Working relationship within Digital Bank Operations, BU team, tech Team and various departments in Regional team
DBS 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 Integrity
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
• Process & risk driven Data Analytics and MIS to provide a great customer and employee experience by effectively delivering real-time management with the purpose of optimizing resources, risk controls to achieve business objectives.
• To manage the Call Centre Financials including Budgeting and Reconciling all the expenses
• To identify and implement revenue generating opportunities from CCTR
Key Accountabilities
• Drive analytics to identify efficiency gaps in CCTR processes
• Monitor the CCTR expenses to ensure the Costs stay within Budget
• Liaise with multiple team to identify cost saving opportunities
• Liaise with multiple stakeholders to identify efficiency enhancing opportunities.
• Drive improvement projects
• Deliver required reports for effective measurement of CCTR metrics
Job Duties & responsibilities
MIS/Analytics, WFM
• Perform WFM related activities – Forecasting, Staffing, Scheduling, RTA
• Generates performance data and dashboards. Publishes performance score cards
• Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers
• Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership
• Make presentations to various levels of management when required
Finance Management
• Perform Cost analysis for CCTR expenses
• Monitor monthly provisions and actual expenses to ensure that the costs remain within budgeted values
• Periodically review the various cost items impacting CCTR
• Work with multiple stakeholders to explore and drive revenue generating operations
Strategic Projects
• Be the CCTR SPOC for various strategic projects
• Ensure all the needs from CCTR are satisfied as part of project development
• Ensure the Servicing scenario is streamlined and efficient.
Experience
• 12+ years of experience in diverse profiles (Operations, WFM, Analytics, Project Mgmt) in CCTR/related industries
Education / Preferred Qualifications
• Bachelor's Degree from a recognised University and MBA in finance domain 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.
• Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy
Technical Competencies
• Good Interpersonal & Analytical Skill.
• Advanced knowledge on various statistical tools.
• Experience with industry standard database technology
• Knowledge of web/app analytics is an added advantage
• Advance knowledge in MS office especially in MS Excel
• Experience with Analytical tools phython, R is an added advantage
• Excellent excel and power-point skills
Work Relationship
• Direct reporting to AVP – Strategic Planning, People Engagement & Analytics
• Working relationship within Digital Bank Operations, BU team, tech Team and various departments in Regional team
DBS 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 Integrity
💡 Quick Summary
Seeking a career-building opportunity? The Sr| Associate| Specialist| Contact Centre| Consumer Banking| Technology and position is now open for candidates interested in the Bank Jobs sector. This role in Chennai 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.
