Associate, Specialist, Demand Manager, Contact Centre, Consumer Banking, Technology And Operations

DBS · Pune-DBIL

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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 Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Purpose

Lead the Self-Service Channel, Demand, and Customer Experience team, spearheading strategic projects to elevate customer experience and drive digitalization. This role's core objective is to enhance customer satisfaction by achieving efficiency gains through digital migration, minimizing employee effort, and optimizing self-service channel operations

Key Responsibilities:

• Analyze demand trends, accurately forecast potential risks, and develop proactive, effective mitigation strategies to ensure operational stability.
• Drive the implementation of cost-effective digital initiatives by fostering strong collaboration with internal departments (Technology, Analytics, Operations) and external stakeholders, including Telco partners.
• Generate and execute comprehensive plans for volume reduction through digital adoption and implement innovative solutions to significantly enhance overall customer experience.
• Lead and deliver strategic projects focused on continuous improvement and cost optimization of our self-service channels (e.g., IVR, Chatbot, CRM, Gen AI applications).
• Maintain and rigorously update the contact center's knowledge management portal, ensuring its accuracy, accessibility, and utility for both customers and employees.
• Proactively identify and mitigate project risks, ensuring the timely resolution of critical issues to keep initiatives on track.
• Develop and implement process enhancement journeys aimed at streamlining operations and elevating the end-to-end customer experience.
• Ensure a consistent "Good" audit rating for Demand management, adhering strictly to bank standards and regulatory requirements.
• Achieve and exceed key performance metrics, including contact ratio, Customer Satisfaction (CSAT), and containment rates.

Experience & Qualifications

• Progressive experience in data-driven and analytical roles, ideally within project management, demand management, and self-service channel development (including IVR, Chatbot, CRM Projects, Gen AI, and Telco solutions).
• Experience originating from a contact center environment is preferred, extending to an e-commerce background, with a strong understanding of customer satisfaction and demand drivers.
• Proven experience within the banking sector, specifically with Current Account Savings Account and Cards products, is highly desirable.
• Minimum of 3-5 years of direct team handling and leadership experience.
• Excellent written and verbal communication skills are essential. Proficiency in Hindi would be an added advantage.
• Demonstrate ability in effective stakeholder management across various levels.
• Strong presentation skills, with experience in preparing management review decks and comprehensive MIS reports.

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