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
