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

Business FunctionTechnology 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 PurposeTo 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 platformsKey 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 / productJob 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”r; audit rating pertaining to Demand management as per bank standardsExperience* 5-8 years of experience in Customer Centre, Digital Operations* Credit Card and Banking product knowledge is a must* Experience in handling large data setsEducation / 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 advantageCore 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 skillsTechnical 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