Bank Jobs In Thane

DBS Bank

Analyst

Job Description 

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 Drive & Improve the quality of customer interactions and service fulfilment in the Credit-Card Centre by overseeing the Partner (Vendor) management of Transaction Monitoring, Quality audits and Coaching processes.
  • To maintain and continuously improve Knowledge management engine in supporting the centre and business to deliver effortless digital banking experience to customers.
  • To drive the training on NHIP (New hire induction program) at Partner site and ensure adequate refresher trainings are delivered by partner. Ensure we monitor the training efficacy through Pre-and Post training scores and survey feedbacks.
Key Accountabilities:
Transaction Monitoring

  • Develop & drive a quality monitoring & feedback plan along with Partner to meet the audit target to gauge the floor quality performance.
  • Conduct periodic dip stick to ensure quality briefing and process update is being delivered
  • Perform various CE driven analytics such repeat, CSAT, FCR etc and update the relevant stakeholders
  • Drive compliment across the process
  • Continuously review the internal monitoring process and identify areas of improvement.

Training:

  • Driving the Training Plan & knowledge management of the Partner team to deliver a seamless new hire training for Credit-Card Contact Center
  • Devising and conducting periodic dipstick to check on knowledge levels of CSOs on floor.
  • Identify TNIs based on quality performance. Suggest product and process changes based on inputs captured from customer and Digiservice team.
  • Support in complaint monitoring and effective and timely complaint resolution
  • Support customer centric service initiatives to enhance customer experience

Job Duties & Responsibilities

  • Own and drive the daily update to ensure knowledge level of team is continuously updated.
  • Oversee & Manage refresher and new hire training.
  • Build product, process and soft skill training modules as the requirement and updates.
  • Drive the Quality Framework & transaction monitoring framework at Partner location
  • Ensure timely support in maintenance and updating of knowledge management tool
  • Identify Root causes and share Analysis through reports presentations
  • To identify core issues related to Customer Complaints basis Quality audits and Reports based for Complaints
  • Control and improve performance basis Trainings, refreshers and consistent feedback

Required Experience

  • 10 years of Experience managing Training & Quality Teams within the Customer Servicing or Banking Operations
  • Management & Governance of Partner Contact Center operations

Education / Preferred Qualifications

  • Degree holder
  • At least 5-7 years of relevant experience in a contact centre environment, preferably in a Credit-Card industry.
  • Professional qualifications in the areas of Quality Management, Six Sigma, COPC will be an advantage.

Core Competencies

  • Product, Voice & Accent Training
  • Strong customer experience mind-set and result-oriented
  • Strong interpersonal & verbal and written communications skills
  • Good, effective and engaging training delivery skills
  • Strong coaching skills
  • Good analytical skills
  • Good judgement and problem solving skills
  • Able to organize information in a structured manner
  • Able to work independently and in a group demonstrating leadership and teamwork where situation applies

Technical Competencies

  • Strong Process Improvement Skills
  • Proficient in MS office tools, Ms Excel, Power point, Word
  • Knowledge of Call Centre Tools, NICE / CMS preferred.

Work Relationship

  • India Digital Banking Customer Centre management team and staff.
  • Consumer Banking Operations and Customer Centres Management teams and staff in the region

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

Primary Location: India-Maharashtra-Thane-eLVB

Job: Others

Schedule: Regular

Employee Status:

Full-time

To apply for this job please visit in.indeed.com.