Associate,Team Lead, Customer Service, Contact Centre-Planning/Monitoring, Consumer Banking, Technology and Operations

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 Requirements

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

- Proficient in MS Excel and VBA macro, Power apps are added advantage

- Experience in WFM tools ( i.e Verint WFM,Nice IEX)

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

- 10+ 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

Location

Technology Centre

Job

Customer Service

Schedule

Regular

Employee Status

Full time