Analyst, Specialist, Contact Centre, 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

• To improve the quality of customer interactions and service fulfilment in the Service/Relationship Centre through independent Transaction Monitoring, Quality Review Presentation and Coaching
• To maintain and continuously improve Knowledge management engine in supporting the centre and business to deliver effortless digital banking experience to customers
• To deliver/govern training on NHIP (New hire induction program) and conduct refresher training. Monitory training efficacy through Pre and Post training scores
• To liaise with peer Team managers to understand training requirements of the staff
• To liaise with Regional teams to develop employee training programmes as per need
• To liaise with the WFM team to develop a training plan / schedule
• To monitor and drive the completion of the Learning programs assigned by the regional teams to customer centre
• To monitor Customer Satisfaction Survey feedback to identify insights and share feedback

Key Accountabilities

• We are looking for a results-driven professional responsible for providing results driven leadership to the Quality Management System / Risk & Compliance. Key areas of accountability include planning, budgeting, resource management, scheduling, training, best practices, quality, and continuous improvement

Quality performance

• Provide complete service support to ensure the business meets or exceeds the agreed service deliverables
• Conduct projects and analysis of customer VOC and quality interaction data for continuous improvement
• 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 Credit Card Customer Centre team
• Drive feedback sessions with CSOs to keep them appraised of their strengths and development opportunities

Customer

• Help to clear internal processes and bottlenecks with a view to drastically improve servicing turnaround times (TATs)
• Support in training of CSR to ensure all customers receive prompt, courteous and high-quality service
• Track call monitoring activities and service quality indicators

Internal

• Ensure the SOP management process on all related processes is updated & drive constant revision basis the changes
• Help in monitoring complaints and to ensure Complaint resolution within defined timelines
• Perform risk analysis, management, and prevention activities for DBS systems & applications
• Assess potential risks in business systems and develop appropriate mitigation plans
• Monitor business systems and identify and report violations of risk limits
• Analyse audit findings and assist in implementing audit recommendations
• Identify areas of concerns and suggest actions items
• Review business contracts, terms, and scope to identify any risks
• Propose new techniques and technologies for risk analysis and management
• Review and recommend improvements to existing risk modelling technique

Learning & Knowledge

• Help to identify gaps in service delivery and ensure ongoing training and certification activities are held, covering all staff
• Identify areas for professional development of self and act to enhance professional development
• Conduct classroom training

Job Duties & responsibilities

• Never the same but always richly challenging, your workday might look like this
• Drive service quality aspects of the Service/Relationship Centre including transaction monitoring, compliance error checks, TNIs, Training.
• Conduct transaction monitoring and calibration activities
• Analyse Centre's performance and present findings/action plans for improvement
• Analyse and validate staff related complaints as part of Feedback Management and provide inputs for coaching
• Ensure timely maintenance and updation of knowledge management tool
• Continuously seek new methods of managing and categorizing information to facilitate centre and customer's usage of knowledge management tool and contents in an efficient and easy manner
• Develop and continuously improve training curriculum and content for products, process, platforms, policies, and emotional skills and ensure speed to competency for all new hires
• Delivery of both technical and soft skills training for all staff in Credit Card Customer centre
• Conduct training needs analysis and implement appropriate innovations to step up existing staff capabilities

Required Experience

• 5-8 years of stand-up training experience preferably in banking industry and/or within Customer Servicing or Banking Operations environment
• Experience in a newly setup environment specialized in building and managing quality management processes

Education / Preferred Qualifications

• Bachelor's Degree holder
• At least 2-4 years of proven team management experience in a contact centre environment, preferably in a banking industry
• Professional qualifications in the areas of Quality Management, Six Sigma, COPC will be an advantage

Core Competencies

• We want collaborative and analytical team players like you with:
• 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 Customer Centre management team and staff
• Consumer Banking Operations and Customer Centres Management teams and staff in the region

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements .