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
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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.
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To manage the Call Centre Financials including Budgeting and Reconciling all the expenses
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To identify and implement revenue generating opportunities from CCTR
Key Requirements
Key Accountabilities
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Drive analytics to identify efficiency gaps in CCTR processes
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Monitor the CCTR expenses to ensure the Costs stay within Budget
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Liaise with multiple team to identify cost saving opportunities
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Liaise with multiple stakeholders to identify efficiency enhancing opportunities.
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Drive improvement projects
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Deliver required reports for effective measurement of CCTR metrics
Job Duties & Responsibilities
MIS/Analytics, WFM:
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Perform WFM related activities – Forecasting, Staffing, Scheduling, RTA
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Generates performance data and dashboards. Publishes performance score cards
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Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers
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Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership
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Make presentations to various levels of management when required
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Proficient in MS Excel and VBA macro, Power apps are added advantage
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Experience in WFM tools ( i.e Verint WFM,Nice IEX)
Strategic Projects
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Be the CCTR SPOC for various strategic projects
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Ensure all the needs from CCTR are satisfied as part of project development
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Ensure the Servicing scenario is streamlined and efficient.
Experience
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10+ years of experience in diverse profiles (Operations, WFM, Analytics, Project Mgmt) in CCTR/related industries
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Education / Preferred Qualifications
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Bachelor’s Degree from a recognised University
Location
Technology Centre
Job:
Customer Service
Schedule:
Regular
Employee Status:
Full time