Company: DBS Bank
Location: Anywhere
Employment Type: Full-time
Description:
100% remote job
Analyst Specialist Contact Centre Consumer Banking Technology And Operations | DBS Bank | India
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 provide day to day operations management of the contact center, ensuring smooth running of department to meet the needs of business and individuals.
• To serve as the first level escalation point for customers requesting to speak to senior staff
• To monitor calls/chat/ emails of CSO and provide appropriate feedback
• To serve as the training contact point and conduct internal product & process training and service skills trainin
• Follow risk and… compliance procedures
• Responsible for the MIS – to provide the stats/reports requested by management/operations/BU for the regional call centre
• Responsible for the Knowledge Management – to facilitate and help maintain Knowledge Management website for India Call Centre
• Ability to handle teams across locations (Remote)
Key Accountabilities
Operations Management:
• To track real time service metrics performance of the call center
• To assist CSO with queries on floor and handle customer escalation
• To provide daily product and process related updates to the operations team
• To track attendance / schedule adherence of CSOs
• Provide feedback on performance and guide them on performance improvement
• Maintain good rapport with internal and external stakeholders
Knowledge Management:
• To continually review customer enquiries, collect accurate information and submission to KM team to internal portal.
• To ensure updated and accurate information in Knowledge Management portal
• Act as a central contact with relevant Bus/SUs to obtain required information.
Employee Management:
• To know the pulse of each team member – Strength and area of improvements
• Be approachable and engage well with the team
• Encourage team members and drive them to achieve team and unit goals
• Guide them to enhance their skills
• To create and maintain joyful working environment at all times
Key Responsibilities
Quality & Training:
• Monitor / Evaluate – Live or recorded calls/chats
• Conduct quality assessment and refresher trainings
• Identify training needs for CSO
• Collate and prepare quality monitoring reports
• Be part of calibration session
• Provide adequate coaching and feedback to CSO’s
• Frequently revisit and review process and update training and risk team
• To serve as single point contact for knowledge management updates.
Workforce Management:
• To coordinate with WFM, also act as back up to monitor Service levels, staffing, reports, analyse volume trend based on demand / top drivers
• To circulate call centre performance metrics MI
• To assist in volume forecast and schedule.
• Experience
Non-technical Experience:
• Excellent Communication skills, good writing skills
• Preferred multiple regional language
• Employee engagement skills
Technical Experience
• Experience in banking / financial institutions is preferred
• Experience in operations management of a contact centre
• Six Sigma or COPC or Project management experience is an additional advantage
• Expert in Ms office
Experience
• 5-8 years of experience with 2 years minimum in managing people in a BPO
Education / Preferred Qualifications
• Graduate / MBA is preferred
Core Competencies
• Team Handling
• Complaint handling & Escalation Management
• Drive Team metrics/Deliverables
• Decision making skills
• Customer Focus
• Flexibility
• Stakeholder Management
• Vendor Management
Technical Competencies
• Analytical skills
• Prepare Team reports
Work Relationship
• Direct reporting to Operations Manager
• Customer Centre Management Team.
• Staff across all levels and divisions in Customer Centre
• Internal & External Vendors.
• BU/Product Managers
Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home
Source: Pangian.com
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