Analyst, Specialist, Contact Centre, Consumer Banking, Technology and Operations

Analyst, Specialist, Contact Centre, Consumer Banking, Technology and Operations-(WD748+3)

Business Function

Technology and Operations (TO) 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 TO, 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 customer experience by proactively identifying fixing the potential process /product gaps there by reducing the failure demand at the service channel (calls, emails, and chats)

Find the optimal solution to migrate the volumes to digital self-servicing model through chatbot guided conversations and other digital platforms

Key Requirements

Key Accountabilities
• Analyze demand failure and embed on customer journey to proactively understand the customer behavior
• Develop a forecast model to key call email drivers for upcoming months basis existing data
• Develop customer guided conversation models via Chatbot to enhance digital servicing and reduce call, emails, and chats volumes
• Represent customer excellence forum with Business and regional teams
• Work with relevant business product teams to highlight the customer pain point drive the changes in process / product

Job Duties Responsibilities
• Identify demand trends forecasts risks and develop effective mitigation plans
• Collaborate with multiple stakeholders (internal/external) in developing cost-effective digital initiatives
• Ability to generate and effectively implement plan / ideas for volume reduction and customer experience enhancement
• To develop process enhancement journeys to improve customer journey
• To ensure “Good” audit rating pertaining to Demand management as per bank standards

Experience
• 5-8 years of experience in Customer Centre, Digital Operations
• Credit Card and Banking product knowledge is a must
• Experience in handling large data sets

Education / Preferred Qualifications
• Bachelor’s Degree from a recognised University
• MBA would be an added advantage
• Six Sigma or COPC or PMP or Prince 2 or any project Mgmt certification would be an added advantage

Core Competencies
• Good interpersonal and effective communication skills
• Ability to handle large amount of data derive insights through deep analytics
• Good knowledge of process improvement methodology (lean /Kizan /Six-sigma )
• Eye for details meticulousness at the jobs assigned
• Project Management skills

Technical Competencies
• Knowledge of data mining / visualization tools (Tableau QV/Power Bi)
• Good knowledge of the SQL Python
• Working Knowledge Process mapping usage of tolls like Visio etc
• knowledge on RPA will be added advantage

Primary Location

:India-Tamil Nadu-DBS Bank Centre

Job

:Customer Service

Schedule

:Regular

Employee Status

:Full-time:

Job Posting

:Jun 30, 2025, 8:00:00 AM Read more