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

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