DBS Bank Hiring for VP, Team Lead, Contact Centre, Consumer Banking, Technology and Operations Job at Tamil Nadu Full Time

Business Function

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 enhance the customer experience for retail banking customers by delivering a proactive servicing model using data continuously to analyze customer feedback & drive product enhancements to improve the customer journeys.

Key Accountabilities:

Your workday might look like this:

• Enhance the customer experience using data science & proactive service interventions
• Deep dive of various data points to deliver a proactive & predictive servicing model
• Analyze demand failure and enhance customer journey across products
• Manage the Training & Quality teams to ensure quality of Operational service delivery teams are continuously improving
• Drive the AI Driven chatbot learning & knowledge management
• Drive the customer satisfaction survey to improve the CSAT scores

Job Duties & responsibilities:

We are looking for a results-driven professional who has

• To define and have end to end process across all retail banking customer journeys
• Perform continuous Demand management analysis across customer journey to review the customer behavior on various demand failure and proactively identify the gaps across customer personas to fulfill the needs.
• Managing the Chatbot Learning & knowledge management team
• To ensure that team managing Social-Media, Customer Interface, Complaint Management, Customer Journey are trained adequately and reputational risks are managed adequately.
• Manage the Training & Quality Teams to deliver a superior Customer Satisfaction scores

Experience

• 12 – 15 years of experience in customer experience & Contact Center Operations

Education / Preferred Qualifications

• Bachelor’s Degree from a recognised University and MBA in analytics domain would be an added advantage.

Core Competencies

• Excellent interpersonal and effective communication skills.
• Excellent analytical and presentation skills
• To be part of team & effective team player.
• Eye for detail & hands on approach

Technical Competencies

• Knowledge of Reputational Risk Management & banking Guidelines.
• Black Belt in Six- Sigma or any other equivalent certifications
• Project Management Skills would be an added advantage
• Exposure to SQL, Python to drive Data Analytics team will be an advantage

Work Relationship

• Direct reporting to Head of Contact Center Operations
• Working relationship within Customer Experience, Marketing Team, Legal & Compliance Team and various departments in Singapore