Sr. Associate, Specialist, Contact Centre, Consumer...

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