About this role
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